Frontline IT Service Desk Officer - Remote & In-Office

Aged Care Quality and Safety Commission; Western Australia; Híbrido; AUD 83 000 - 88 000; Tempo integral

Resumo da oferta

The Aged Care Quality and Safety Commission is the national regulator for Australian government‑funded aged care services, offering frontline IT support to internal staff across in‑office and remote environments. The Digital Service Centre ensures timely assistance and quality user experiences, with emphasis on knowledge sharing and process improvements.

As a Digital Service Centre Officer, you will log, triage, and resolve incidents, escalate where needed, and contribute to service optimisation

Qualificações

• 12+ months of recent experience in a similar role providing responsive, user-focused technology support.
• Ability to diagnose, troubleshoot, and resolve common end-user technology issues with escalation as required.
• Experience using ITSM platforms to log, categorize, prioritise, and manage incidents and service requests.
• Strong verbal, written, and interpersonal communication skills.

Responsabilidades

• Serve as the first point of contact for technology assistance across support channels.
• Troubleshoot and triage issues, coordinating with specialist teams to restore services quickly.
• Manage personal workload and queue responsibilities to meet service performance targets.
• Support end-user devices and workplace technology, including meeting room or conferencing solutions.
• Contribute to knowledge management by developing knowledge articles and standard procedures.
• Identify trends and opportunities to improve service delivery and efficiency.
• Provide consistent onsite support coverage and collaborate across teams as required.
• Support development and capability of the Digital Service Centre to strengthen governance and service management.

Conhecimentos

IT support

End-user support

Troubleshooting

Communication

Work prioritisation

Formação académica

Certificate III in Information Technology

ITIL 4 Foundations

Ferramentas

ServiceDesk Plus

ServiceNow

Descrição da oferta de emprego

The Aged Care Quality and Safety Commission is the national regulator for Australian government‑funded aged care services, offering frontline IT support to internal staff across in‑office and remote environments. The Digital Service Centre ensures timely assistance and quality user experiences, with emphasis on knowledge sharing and process improvements.

As a Digital Service Centre Officer, you will log, triage, and resolve incidents, escalate where needed, and contribute to service optimisation