Help Desk Services level 1 (NV1)

Help Desk Services level 1 (NV1)

Job Title: Help Desk Services level 1 (NV1)
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2021-08-08
Reference: V-39622
Contact Name: Kate Kornsasi
Contact Email:
Job Published: August 09, 2021 12:32

Job Description

Our large government department client is seeking for a Level 1 Service Desk Operator with strong ICT capabilities and communication skills. The Service Desk Operator will be responsible for ongoing communication with identified ICT users through a variety of communications means. The Service Desk Operator will be responsible for creating and managing Incidents by utilising ITIL foundational skills.

Skills and Knowledge required / Major Responsibilities:
  1. Communicate with users and Senior Leadership (VIP) users via telephone, VOIP, email, Microsoft Skype for Business and in-person
  2. Translate user queries into Incident and Service Request records on the ICT Service Management tool.
  3. Monitor the Service Request and Incident queues.
  4. Escalate Service Request and Incidents to higher tier support teams at directed thresholds.
  5. Monitor group email accounts for user queries.
  6. Resolve simple Incidents and Service Requests through processes defined in Knowledge Articles.
  7. Follow and create Knowledge Based Articles.
  8. Contemporary experience working in a Microsoft Domain structured environment
  9. Any other general tasks required by our client.
The position is full time onsite in our Canberra Offices only.
Location of work: Canberra ACT.
Length of contract: 12 months that includes an initial 3 month probation
Contract extensions: 12 +12 months subject to an Organisational Suitability Assessment and funds availability
Security Requirements: Due to the nature of the work, we require the minimum NV1 security clearance.
How to Apply:
Please upload your resume to apply. Please note you will need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates.
Applications open until 13 August 2021.
Call Kate 0480 002 456 for any further information.