Service Desk Officer

Monash•Clayton, NC

6d•Hybrid

About The Position

Join a fast-paced, customer-focused IT Service Desk team where you’ll be the first point of contact for technical support across a diverse user base. As a Service Desk Officer, you’ll play a vital role in delivering responsive, high-quality tier-one support, ensuring clients receive timely solutions and clear communication. This role offers the opportunity to develop your technical expertise within a structured IT environment, including exposure to enterprise systems, standard operating environments, and a wide range of hardware and software technologies. You’ll be part of a collaborative team that values continuous improvement, professional growth, and service excellence. You’ll gain hands-on experience resolving real-world IT issues, liaising with internal stakeholders and external suppliers, and contributing to the ongoing enhancement of service desk processes and customer experience.

Requirements

Sound technical knowledge of desktop hardware and standard/custom software, including familiarity with a Standard Operating Environment (SOE)
Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues efficiently
Demonstrated commitment to delivering high levels of customer service in a support environment
Excellent organisational and time management skills, with the ability to prioritise and meet deadlines under pressure
High-level communication skills, with the ability to engage effectively with a diverse range of users and stakeholders
Proven ability to work collaboratively within a team while also exercising initiative, sound judgement, and independence
Capacity to follow procedures, maintain accurate records, and contribute to continuous service improvement initiatives

Responsibilities

Deliver responsive, high-quality tier-one support.
Ensure clients receive timely solutions and clear communication.
Develop technical expertise within a structured IT environment.
Gain hands-on experience resolving real-world IT issues.
Liaise with internal stakeholders and external suppliers.
Contribute to the ongoing enhancement of service desk processes and customer experience.