Service Desk Co-ordinator

About the job

Our well respected Government Agency client’ Melbourne office is located in The CBD and offers high quality IT services to 300+ End Users, from Administration to CEO, throughout Victoria.

We are seeking a passionate Helpdesk Coordinator who enjoys managing the Team to help End Users in problem-solving, working with Line Managers as part of the Project Team and is keen to advance their Technical and Personal Management knowledge and career.

Skills and experience:

• Full Australian work rights
• Minimum 12-18 months’ experience in a Technical Support / Coordinating position Supporting Azure Apps, Windows 11, Windows Servers, Exchange/O365 mail , SharePoint Systems, Active Directory, Microsoft Office and some 3rd Party Apps.
• Corporate Network Comms including Wired and Wireless Devices, Video / MSTeams and remote access.
• Strong client focus and excellent communication skills
• Strong troubleshooting and problem solving skills

Duties and responsibilities:

• Answering phones
• Providing uidance and Support to Level 1 & 2 staff via face to face, phone, email and remote access to help the external Users.
• Responding to requests and resolving issues within a suitable timeframe.
• Monitoring daily processes and procedures such as backup monitoring and event log monitoring
• Capturing information in the IT ticketing system
• Managing expectations and providing a great customer service experience
• Assigning tickets to the appropriate Support area
• Identifying impact and urgency of support requests
• Additional transactional tasks as abilities allow (eg. resetting user passwords)

Skills/experience required:

• Experience Coordinating in a busy IT Service Desk Environment
• Experience dealing with Level 1, 2 and 3 IT support members
• Ability to exercise good judgement in making decisions
• Excellent written and verbal communication skills
• Excellent Report writing
• Easy communication style, building staff and customer confidence and rapport
• Instinct to take ownership of issues and follow up with customers
• Resilience and tenacity in pursuing solutions to problems
• Experience working as contributing member of a team
• Maintaining a calm and confident behaviours, even under pressure

Advantageous skills:

• Experience administrating user accounts in (Azure) Microsoft Active Directory
• Experience with HelpDesk Software
• Excellent customer service skills
• Strong verbal and written communication skills supporting end-users using remote support tools when required
• Good listening skills with an ability to empathise with customers and staff
• Ability to make an independent judgment within established procedures
• Willingness to learn, research & self-teach
• Adaptable to changing situations
• Ability to plan, organise, and prioritise conflicting requests
• Attention to detail
• Good team player

Skills/certifications highly regarded include:

• A tertiary qualification in IT
• ITIL Certifications
• Strong knowledge of TCP/IP, DNS, DHCP
• Industry Technical certifications

A Permanent Residency or Australian Citizenship is required to apply for the role.

Sound like your new career role? If yes, click Apply Now! Only qualified candidates will be contacted.