ICT Support Desk Officer (x2)
Mornington Peninsula Shire is Victoria’s destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge. With approximately 1200 employees, Mornington Peninsula Shire is a busy and vibrant workplace. ICT Support Desk Officer (2) Temporary Full Time $1244.
65 a week (excl. Super) Deliver timely, high quality ICT solutions for a wide range of customers Focus on customer outcomes with a responsive, collaborative and flexible approach to support desk service delivery. About the Role ICT Support Desk Officers' provide a single point of contact, providing L1 support to end users via phone, e-mail and onsite, in response to requests for assistance with computer hardware, software, network issues and telecommunication systems.
Each role is responsible for the following dimensions: ICT support for approximately 800 computers Telephone support for an about 1200 staff members Support requests logged in ticketing system Printing solution to end-users and team Mobile device deployment On-site support Job Tasks & Responsibilities Provide first level support to users of ICT systems that may be lodged by telephone, email or directly by staff at various sites. Ensure helpdesk provides a high level of customer service at all times. Field telephone, email and walk-in requests in a courteous, calm and professional manner.
Record calls for assistance and actions taken into helpdesk software. Resolve technical issues at the first point of call where possible within time constraints. Escalate calls not able to be resolved to appropriate technical staff.
Follow calls through to ensure calls escalated to other staff are completed. Apply diagnostic procedure and tools to resolve problems. Resolve issues of a non-technical nature such as password resets & supply of consumables.
Provide ICT customer service in a courteous, calm and professional manner. Monitor assigned helpdesk calls and respond with agreed timeframes. Skills, Experience & Other Requirements The successful candidates will have: TAFE qualifications in an ICT related field.
Experience with a range of Microsoft products. Experience in working for and within a team. Sound knowledge of PC’s/Notebooks/Tablets in a Microsoft networked environment.
Knowledge & experience of mobile devices including Apple and Android devices. Knowledge of common office software including the Microsoft Office suite of programs. Ability to apply problem solving techniques within a complex technical IT environment.
Up-to-date knowledge of computer hardware specifications. An understanding and ability to apply principles of privacy and confidentiality. An Employee Working with Children Check.
Willingness to undertake an Australian Criminal History Check. A valid Driver’s Licence. Please review the PD in full for specific information about the role.
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