Leading Technology Giant is hiring for Service Desk agent with NV1 Security Clearance

Location - Deakin, Canberra.

Contract Role

The Role

You will act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Key Responsibilities. Provide Quality Assurance management within the Service Desk with senior members of the Desktop Support Analysts group ensuring that high standards of quality are maintained in the work completed by Service Desk Analysts.

Key Responsibilities

• Receive, log, and manage calls from internal staff via telephone and email
• Provide 1st Level support - troubleshooting of IT related problems from in-house software to hardware
• Troubleshoot basic network issues
• Escalate unresolved calls to the Desktop Support Team or other relevant technical resolver groups
• Log all calls in the Service Desk Call Logging system
• Maintain a basic working knowledge of Active Directory and network environments
• Create user network accounts, reset log-on passwords for End Users
• Provide Level 1 Support across the wide range of IT and voice requests received at the Service Desk as Incidents, Service Requests and Changes
• Escalate Incidents and Service Requests that cannot be resolved by the Service Desk to the appropriate internal or third-party Resolver Group in a timely manner

Skills and Experience

• Must be an Australian Citizen with NV1 Security Clearance
• Experience with L1 service desk role and working with customers
• Demonstrated passion for technology and an ability to learn new technologies
• Working knowledge of networks (Routing, Switches, TCP/IP, Network Layers 1 to 7, troubleshooting)
• Excellent communication skills (verbal, written and presentation
• TAFE Diploma/IT degree/equivalent certification
• Industry certifications highly regarded (Microsoft, Networking, CCNA, ITIL, Linux, etc.)

Aishwariya Aramakrishnan
Recruitment Specialist
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