IT Service Desk Officers

TRS - IT & Communications; Sydney; On-site; AUD 42,000 - 60,000; Full time

Job summary

TRS - IT & Communications is seeking IT Service Desk Officers to deliver high-quality customer support for internal IT issues in a fast-paced shared services contact centre. The role requires handling both functional and technical queries and providing initial advice and direction.

Locations include Parramatta, Newcastle, Wollongong and Bathurst, with a start date in January for a six-month initial assignment. The role offers $36.81 per hour plus super and a 37.5-hour work week.

Qualifications

• Strong commitment to customer service.
• Ability to handle high-volume enquiries.
• Good written and spoken communication.
• Confidentiality and discretion in handling data.
• Ability to use multiple technology platforms and databases.

Responsibilities

• Deliver high-quality customer service in a high-volume contact centre.
• Handle enquiries promptly and courteously with confidentiality.
• Maintain accurate records in the customer management system.
• Confidently use multiple technology platforms and databases.
• Meet Contact Centre KPI targets daily and monthly.

Skills

Customer service engagement

Communication

Problem solving

Accountability and initiative

Resilience

Working with multiple tech platforms

Job description

$36.81 per hour + super | 37.5 hours per week

11th January start - 6 month initial assignment -Parramatta, Newcastle, Wollongong and Bathurstlocations - $36.81 per hour + super

IT Service Desk Officers

Deliver high-quality customer service and to support internalby providing initial advice and direction in relation to both functional and technical IT related issues; and other related queries within a shared services contact centre environment.

Key accountabilities

• Ability to deliver high-quality customer service, through strong customer engagement in a high volume contact centre environment
• Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
• Maintaining accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.
• Ability to confidently use multiple technology platforms and databases
• Must adhere and meet to Contact Centre KPI’s on a daily and monthly basis

Selection criteria

• Strong commitment to customer service
• Display resilience and courage
• Manage self, including accountability and initiative
• Communicate effectively
• Think and solve problems
• Preferred knowledge of the Service Now ticket management system but not essential.
• Good technical experience, with the ability to use multiple technology platforms.

Successful candidates must obtain a Working with Children Check for this role.