senior support officer - ict.

The Senior Support Officer – Service Desk works within the Service Centre team providing first line technical response to client queries and incidents relating to the department's ICT environment. The ICT services within the department are hosted and deployed in predominately Microsoft environments.

What you will be doing

• Provide quality first point of contact for clients for ICT incidents and requests, applying client service standards to resolve or escalate clients service problems. Strong client service-delivery focus with good time management skills and sound written and oral communication skills.
• Actively participate in a responsive and effective problem resolution service that will minimise disruptions to and meet agreed performance targets for networked Information Systems and Associated Applications.
• Participate in an environment and culture in which high quality customer service is delivered through fostering adherence to the quality system documentation, continually seeking improvement in the way in which work is undertaken.
• Work cooperatively within SDM to continually improve the value of ICT services to the Department through the provision of appropriate, efficient and effective support, solutions and infrastructure.
• Contribute to the effective teamwork with the Technology and Digital Solutions Group by developing an understanding of the roles and duties of other team members and work collaboratively to assist the team in delivering services to the Department.
• Actively participate in the Service Centre Roster which includes a 24hr/7 on call roster with appropriate allowances and overtime paid.
  
  

What we are looking for

Demonstratable analytical experience identifying, investigating and solving problems that arise when maintaining and supporting a large and complex ICT environment.

Demonstrated ability to act proactively through self-direction and show a willingness to try new ways of working.

Strong knowledge of the following technologies;

• ITSM - Service Now
• Windows Operating Systems
• Microsoft 365 including Teams
• Desktop and Mobile Hardware

At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.