Service Desk OfficerApply Now

M&T has partnered with a great organization in their search for Service Desk Officers for multiple locations, to deliver high-quality end-user digital services, playing a key role in Incident Management and Request Fulfillment.

This is your chance to make a significant impact in a dynamic and ever-changing environment. Candidates with certifications such as Microsoft, CompTIA, or equivalent in Information Technology will have a strong foundation to thrive and excel in this role.

Some of the Responsibilities:

• Receive, log, resolve, and escalate service requests and incidents
• Maximize resolution at the first point of contact, allocate requests based on resolver group availability, and escalate as necessary.
• Provide timely and accurate updates in the call logging system, identifying urgency and impact, and investigating issues to implement remedies and preventative measures.
• Respond to customer requests within agreed service levels, ensuring effective communication and resolution.
• Educate customers on digital technologies and promote Digital Self-Serve for operational efficiency.
• Install and configure software to Digital standards, ensuring connectivity and functionality.
• Contribute to the improvement of Service Desk processes, documentation, and training materials.

  
What We’re Looking For:

• Knowledge of Service Desk systems and IT tools.
• Proficiency in resolving issues with PC systems, peripherals, operating systems, and common desktop applications (e.g., MS Office, Internet Explorer, email).
• Experience with deployment and configuration scripts on a Microsoft platform and software installation packages.
• Understanding of IT service principles and service levels.
• Strong communication, teamwork, stakeholder management, and customer service skills.
• Ability to work collaboratively in a high-performing, motivated team.
• Customer-centric mindset, utilizing insights to enhance Digital Products and Services.
• Experience in developing and updating work instructions/processes and facilitating training.
• Adaptability to emerging technologies in a fast-paced environment.

  
This role is offered at multiple locations:
Alma St, Rockhampton
Flinders St, Townsville
Adelaide St, Maryborough
Hampton St, Toowoomba
Cemetery Rd, Mackay

If you’re passionate about delivering exceptional digital services and are ready to embrace a challenge, apply now!
  
For more information regarding this position, please contact Andreea at An**************@mt*.au

Apply Now