Helpdesk / Level 2 support

Location: Brisbane, CBD

Contract: 6 months

Classification: AO4

Rate: $90.19 per hour inc super / $721.54 per day inc super (based on 8 hours)

The opportunity:

As a Senior IT Service Centre Agent, you'll play a key role in delivering high-quality technical support to employees across the Department. You'll act as a first point of contact for a broad range of technology requests while also providing enhanced support for more complex issues.

Beyond resolving incidents, you'll help strengthen the capability of the Service Centre by coaching and mentoring team members, improving knowledge resources and contributing to service improvement initiatives.

Key Responsibilities:

• Provide responsive remote and onsite technical support across a broad range of hardware, software, systems and IT services.
• Investigate and resolve incidents, service requests and technical questions, escalating unresolved matters to the appropriate support teams.
• Coach, mentor and support the development of IT Service Centre staff.
• Analyse recurring issues and educate users to help reduce repeat incidents.
• Support Service Centre resourcing, workflow and knowledge management activities.
• Create and improve technical documentation, procedures and knowledge-base content.
• Coordinate workloads to maintain responsive and high-quality customer service.
• Participate in Service Centre projects and continuous improvement initiatives.
• Undertake research and analysis and contribute recommendations to business and management reporting.
• Work collaboratively with ITS teams, departmental stakeholders and other government entities.

You'll Ideally Bring:

• Experience working in an IT service desk, service centre, desktop support or similar technical support environment.
• Strong troubleshooting and problem-solving capabilities.
• A customer-focused approach and the ability to communicate technical information clearly.
• The confidence to coach, mentor and support colleagues.
• Strong organisational skills and the ability to manage competing priorities.
• An interest in improving processes, documentation and the overall customer experience.

If this opportunity sounds like the right fit for you, please apply now or contact Anika on [email protected]