Service Desk Officer

We are seeking Experienced Service Desk Officers to join our client based in Adelaide. If you’re ready to elevate your career and help us deliver exceptional service, we want to hear from you!

Roles and Responsibilities:

• Take ownership of the user service experience, consistently delivering high-quality support.
• Manage incoming calls and emails with a structured approach, keeping users informed about their incidents and requests.
• Provide expert ICT service desk support for standard desktop applications and approved software, ensuring high first-call resolution rates.
• Escalate incidents efficiently while maintaining ownership until resolution, consulting with team leaders when necessary.
• Ensure accurate documentation of all incidents and service requests in our management systems.
• Perform user administration and general administrative tasks promptly and accurately.
• Meet and exceed response and resolution time objectives as defined by our KPIs.
• Develop a strong understanding of service desk processes, procedures, and new product developments.
• Self-assess and maintain performance indicators while supporting external service providers and partners.
• Participate in quality assurance processes to enhance service practices and outcomes.

Experience:

• Demonstrated experience in providing excellent customer service
• Proven experience working effectively in an ICT service desk environment and using a range of computer systems.
• Ability to work with highly confidential material and maintain the confidentiality of sensitive information.
• Strong communication skills and a customer-focused attitude.
• Ability to work in a structured manner and meet performance standards.

Benefits:

• Competitive contract rate.
• Opportunity to work in a dynamic environment.
• Engage in continuous learning and professional development.

If you are interested in exploring this role, please reach out to Shreeya Gurung on Shreeya.Gurung@akkodisgroup.com

Candidate’s Profile

Experienced Service Desk Officers