Job Description

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ICT Service Desk Officer

Advertiser: SAHMRI3.4444 out of 53.4 overall rating (9 employee reviews) More jobs from this company

Job Information

Job Listing Date
20 May 2020
Location
Adelaide
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

ICT Service Desk Officer

Full-Time, 6 Month Contract

At the South Australian Health and Medical Research Institute (SAHMRI), we are committed to achieving innovative, ground-breaking health and medical research that fundamentally improves the quality of life for all people.

The ICT Service Desk Officer will provide ongoing technical assistance and desktop support to SAHMRI staff, researchers and partners with an emphasis on excellent customer service. Reporting to the Service Delivery Manager, the position will also work closely with the ICT Service Desk team and all SAHMRI staff. The role will also interact with a range of external stakeholders including our partners utilising SAHMRI’s ICT systems and support providers.

About the Role

Key responsibilities include:

  • Provide first-contact support services to staff and partners
  • Log and keep current all problems via an Incident Management system, ensuring all users are aware of the current status of their issues.
  • Liaise with other technical staff regarding issues in order to achieve a successful resolution.
  • Resolve client problems, queries and complaints in an effective and timely manner.
  • Note any discrepancies in intranet ICT manuals, guides and FAQ’s as required to Helpdesk Manager
  • Participate in ICT discussions within the group to resolve issues, improve services, develop policies and procedures.
  • Some occasional out of hours work may be required
  • The successful applicant will be required to undergo a National Police Background check

About You

The successful candidate will possess the following key attributes:

  • Completion of Year 12 or equivalent
  • Relevant IT qualification or industry certification or similar is desirable.
  • Minimum 2 years’ experience in similar position
  • Experience in supporting and diagnosing Windows and MacOS.
  • Efficiently provide problem resolution while still managing user’s expectation.
  • Ability to keep track of assigned support requests.
  • Competent in Microsoft Office 365.
  • Well-developed written and verbal communication skills.
  • Be able to work in a small team with limited supervision.
  • Have the ability to meet deadlines and work under pressure.

Everything we do is underpinned by our core values and our institute is dedicated to grow a culture that pursues, enables and demands research excellence. We are proud of the work we do and work hard as a team to make a positive difference to the community.  Our values of Excellence, innovation, courage, integrity and teamwork are what help us achieve our goals. If these are also your values and goals, apply today.

For a copy of the position description, please click here.

For more information, please contact ICT Service Delivery Manager Jordan Piovesana at Jordan.Piovesana@sahmri.com

 

Applications close: - 12 June 2020, 5pm

 

Aboriginal and Torres Strait Islander people are strongly encouraged to apply

SAHMRI is a member of the Athena SWAN Science in Australia Gender Equity program. We have been awarded Bronze status for our commitment to advancing the careers of women, trans and gender diverse individuals in STEMM.

 

www.sahmri.org

Full-Time, 6 Month Contract

At the South Australian Health and Medical Research Institute (SAHMRI), we are committed to achieving innovative, ground-breaking health and medical research that fundamentally improves the quality of life for all people.

The ICT Service Desk Officer will provide ongoing technical assistance and desktop support to SAHMRI staff, researchers and partners with an emphasis on excellent customer service. Reporting to the Service Delivery Manager, the position will also work closely with the ICT Service Desk team and all SAHMRI staff. The role will also interact with a range of external stakeholders including our partners utilising SAHMRI’s ICT systems and support providers.

About the Role

Key responsibilities include:

  • Provide first-contact support services to staff and partners
  • Log and keep current all problems via an Incident Management system, ensuring all users are aware of the current status of their issues.
  • Liaise with other technical staff regarding issues in order to achieve a successful resolution.
  • Resolve client problems, queries and complaints in an effective and timely manner.
  • Note any discrepancies in intranet ICT manuals, guides and FAQ’s as required to Helpdesk Manager
  • Participate in ICT discussions within the group to resolve issues, improve services, develop policies and procedures.
  • Some occasional out of hours work may be required
  • The successful applicant will be required to undergo a National Police Background check

About You

The successful candidate will possess the following key attributes:

  • Completion of Year 12 or equivalent
  • Relevant IT qualification or industry certification or similar is desirable.
  • Minimum 2 years’ experience in similar position
  • Experience in supporting and diagnosing Windows and MacOS.
  • Efficiently provide problem resolution while still managing user’s expectation.
  • Ability to keep track of assigned support requests.
  • Competent in Microsoft Office 365.
  • Well-developed written and verbal communication skills.
  • Be able to work in a small team with limited supervision.
  • Have the ability to meet deadlines and work under pressure.

Everything we do is underpinned by our core values and our institute is dedicated to grow a culture that pursues, enables and demands research excellence. We are proud of the work we do and work hard as a team to make a positive difference to the community.  Our values of Excellence, innovation, courage, integrity and teamwork are what help us achieve our goals. If these are also your values and goals, apply today.

For a copy of the position description, please click here.

For more information, please contact ICT Service Delivery Manager Jordan Piovesana at Jordan.Piovesana@sahmri.com

 

Applications close: - 12 June 2020, 5pm

 

Aboriginal and Torres Strait Islander people are strongly encouraged to apply

SAHMRI is a member of the Athena SWAN Science in Australia Gender Equity program. We have been awarded Bronze status for our commitment to advancing the careers of women, trans and gender diverse individuals in STEMM.

 

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