ICT Support Officer

• Australian citizenship with Baseline clearane Mandatory
• Role based in Canberra

About the role:

ICT Support Officers are the first point of contact for end-users, including executive users. Following ITIL processes, ICT Support Officers will identify, document, troubleshoot and resolve incidents and requests.

Key duties and responsibilities:

• Active monitoring of the IT Service Desk system queues
• Respond to all level 1 requests and incidents (including Executive User support), received through multiple channels (phone, chat, email, walk-ups, IT Service Desk system etc)
• Create and/or update tickets within the IT Service Desk system
• Perform asset management activities including asset tagging, coordinating warranty repairs and hardware disposals and updating the asset management system.
• Provide coordination and administrative support to more senior technical personnel to resolve Level 2+ incidents, problems and requests.

Technical Skills:

• Minimum equivalent of 1 year of full-time experience in an IT Service Desk, IT Customer Support agent or similar role
• Minimum 1 year experience using ServiceNow to report and update incidents and problems
• At least medium-level proficiency with Microsoft corporate applications: Word, Excel, Powerpoint, One Drive, Teams, Sharepoint.
• Demonstrable ability to troubleshoot level 1 Internet, typical corporate applications (M365, Adobe etc) and other connectivity issues

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Richa Agarwal at Clicks IT Recruitment on +61 438 296 880.