Summary
Provide high ? quality IT support, resolve incidents, and deliver exceptional customer service within a large and dynamic government environment.
About the Company
This organisation is part of a large South Australian government entity delivering essential services to communities across the state. It is committed to providing high ? quality public services, fostering innovation, and supporting its workforce with modern technology and collaborative work practices. Employees enjoy meaningful work, opportunities for development, and the chance to positively impact South Australians every day.
Role Overview
This role provides frontline ICT support across a complex and high ? volume environment. You will be responsible for responding to incidents, service requests, and enquiries while ensuring timely and effective resolutions. Working as part of a collaborative team, you will help maintain critical ICT operations that support staff across the state. The position requires strong problem ? solving skills, professionalism, and a commitment to delivering an excellent customer experience.
About the Person
You are a customer?focused and solutions?driven individual who thrives in fast?paced environments. You demonstrate strong communication skills, an eagerness to learn, and the ability to diagnose and resolve technical issues. You enjoy working collaboratively and are comfortable supporting a wide range of users with varying levels of technical capability. Your proactive approach and positive attitude will help you excel in this role.
Key Responsibilities
- Provide Level 1 ICT support to users via phone, email, and service management tools.
- Log, prioritise, and resolve incidents and service requests in line with service level expectations.
- Troubleshoot hardware, software, network, and access issues.
- Escalate complex matters to specialised ICT teams when required.
- Maintain accurate documentation and knowledge articles.
- Deliver excellent customer service and ensure positive user experiences.
- Contribute to continuous improvement of service desk processes and practices.
Skills, Knowledge and Experience
- Experience in a service desk or technical support role within a medium to large organisation.
- Demonstrated ability to diagnose and resolve ICT incidents efficiently.
- Knowledge of Windows operating systems, Microsoft 365, user account administration, and common enterprise applications.
- Understanding of ITIL principles and service management practices (desired).
- Strong communication, problem ? solving, and organisational skills.
- Ability to work collaboratively in a team environment and adapt to changing priorities.
- High level of professionalism, customer focus, and attention to detail.
For more information please contact Vanraj Chavda 08 7092 1759 or Vanraj.chavda@harrisonmcmillan.com.au
