Service Desk Technician
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Summary
Provide first-level IT support in a large-scale, mission-critical ICT environment in Canberra: troubleshooting issues by phone and remote channels, logging incidents and service requests, and escalating complex problems to technical teams. Requires Australian citizenship with a minimum NV1 security clearance.
Role description
We're seeking multiple Service Desk Technicians to join a large-scale ICT environment supporting mission-critical operations. You'll be part of a high-performing service desk team that takes pride in delivering exceptional customer service and technical expertise to a diverse user base.
What you'll do
We're seeking multiple Service Desk Technicians to join a large-scale ICT environment supporting mission-critical operations. You'll be part of a high-performing service desk team that takes pride in delivering exceptional customer service and technical expertise to a diverse user base.
What you'll do
- Troubleshoot and investigate IT-related issues over the phone and through remote support channels.
- Log and manage incidents and service requests accurately.
- Escalate more complex issues to relevant technical teams.
- Collaborate with internal teams, vendors and service providers to resolve issues.
- Share lessons learned, knowledge and process improvements with the wider team.
- Deliver a proactive, dependable and customer-focused service experience.
- Previous experience in an IT Service Desk, Helpdesk or technical support environment.
- Strong troubleshooting and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to quickly learn new systems and follow processes accurately.
- A proactive and customer-focused approach.
- Australian Citizenship and minimum NV1 Security Clearance (essential).
- Willingness to work shift patterns within a 24/7 roster environment (desirable).