Information Technology Service Desk

Role: IT Service Desk Officer

Duration: 4 weeks contract

Location: Cheltenham, 3192

Rate: 39.13 per hr.+ Super

Position Objective

• The IT Service Desk Officer is responsible for providing technical assistance and support to end-users within the organisation. This role involves troubleshooting hardware and software issues, managing IT resources, and ensuring the smooth operation of IT systems. The IT Service Desk Officer will work closely with other IT team members to maintain a high level of service and support, contributing to the overall efficiency and productivity of the organisation.

Key Responsibilities

• Technical Support & Incident Management
• Provide first level technical support and advice, triaging all incidents and service requests
• Offer guidance on IT policies and procedures, and assist in resolving technical issues
• Resolve hardware and software related incidents using remote management tools as required
• Log and track incidents and service requests in Client's service management system, escalating as needed
• Maintain user accounts, groups, mailboxes, and core applications within the IT service desk’s approved list of changes
• Maintain high standards of communication and client service throughout the support process
• Monitor and respond to system alerts and service desk queues to ensure timely resolution

Equipment and Systems Support

• Proactively maintain IT and AV equipment and asset records, ensuring accurate lifecycle tracking
• Provide support for computer hardware and Standard Operating Environment (SOE) including software and applications based on Microsoft Windows 10/11 and Office 365 / Microsoft 365
• Assist in the onboarding and offboarding of users, including provisioning of devices and software including computers, mobile devices and other IT equipment
• Assist with application support and liaise with IT management for hardware/software procurement
• Ensure compliance with cybersecurity procedures and policies and assist in vulnerability remediation

Collaboration & Team Support

• Work collaboratively with the IT Service Desk team to resolve issues efficiently
• Provide administrative support, including ordering IT supplies and consumables
• Cover for team members during absences and adapt to shifting team priorities
• Participate in team meetings and contribute to continuous improvement initiatives

Documentation, Training & Continuous Improvement

• Create and maintain support documentation, standard operating procedures, and knowledge base articles
• Deliver ICT training sessions or one-on-one support as required
• Identify recurring issues and recommend process or system improvements to reduce incident volume
• Contribute to departmental and organisation-wide IT projects
• Undertake other duties as directed Position Requirements

Accountability and Extent of Authority

• Providing quality and professional support to users face-to-face, and via telephone, email and other software platforms
• Monitoring and answering calls to the service desk
• Recording all calls and walk-up enquiries in the service management system
• Progressing and successfully resolving support tickets within the defined SLA
• Diagnosing and resolving first level technical issues
• Ensuring that customers are kept up to date with support issues and requests
• The freedom to act is limited by standards and procedures encompassed by the nature of the work assigned to the position from time to time. The work generally falls within specific guidelines, but with scope to exercise discretion in the application of established standards and procedures

Judgment and Decision Making

• Diagnosing and resolving first level technical issues, that are occasionally of a complex nature, with support from more senior employees as required.
• The effect of decisions and actions are usually limited to a localised work group or function, individual jobs, or clients, or to internal procedures and processes
• Guidance and advice are always available in time to make a choice.

Specialist Knowledge and Skills

The following knowledge and skills are required to be utilised:

• Solid understanding of computer systems, mobile devices, and other technology products
• Basic user and security group Active Directory and Microsoft Entra administration knowledge
• Knowledge of Microsoft-based operating systems, with emphasis on Windows 10/11 and Microsoft 365
• Knowledge and understanding of computer networks, audio visual and printing technologies
• Knowledge of ITIL practices and service management systems as a technician

Management Skills

Excellent organisational and time management skills with the ability to multi-task and manage competing priorities under supervision from senior IT Service Desk staff

A flexible approach to managing own work and a proven ability to work under pressure to achieve the targets set in Service Level Agreements

Interpersonal Skills

This position requires excellent verbal and written communication skills to consult and liaise with stakeholders across the organisation

Interpret, present, and convey technical information to different audiences using a range of mediums in a clear, concise manner

Work in a team environment, contributing to operational directions and problem solving through discussion and teamwork

Build and develop positive client relationships. Consult with stakeholders

Qualifications and Experience

The following qualifications and experience are required for the position:

• TAFE level qualifications in information technology or similar or the equivalent experience gained by practical application over a reasonable period.
• Certified in ITILv4 (desirable)
• Previous IT Service Desk experience
• Demonstrated ability to work as part of a team to provide a high level of customer service in a professional manner.
• Proven experience using Microsoft systems and software such as Active Directory Services, MS Teams, Intune and 365 Administration Centres, TeamViewer, Windows 10/11, and Office 365 applications

If this sounds like you, please click 'Apply Now', or please send your updated CV to

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Hays appreciates the importance of workforce diversity and inclusion. We are an equal-opportunities employer and have policies, procedures and relationships in place to promote our understanding of all forms of diversity.