Sevice Desk Officer

Responsibilities:

• Provide support by receiving, logging, resolving and escalating service requests and incidents in a fast and efficient manner following established policies, procedures, and standards for Digital Products and Services. Ensure issues are escalated to the relevant Digital Platforms as required.
• Analyse and resolve requests to maximise resolution at point of call, otherwise allocate requests based on resolver group availability and escalate as appropriate.
• Promptly and accurately allocate calls and manage que’s as appropriate and act as a Subject Matter Expert for resolution and management of incidents and or service requests and ensuring issues are escalated to Digital Platforms for resolution.
• Provide meaningful, relevant, timely and accurate updates to call logging system including identifying the urgency and impact of request and adhering to set processes. and investigating issues in systems and services and assist with the implementation of agreed remedies and preventative measures, including providing critical stakeholder communications.
• Respond to customer requests within agreed service level timeframes, ensuring customers are kept informed and notified of call resolution and closure, ensuring customer service is enhanced through provision of a quality support service for Digital function to meet organisational and customer objectives.

Criteria:

• Completed a Microsoft or CompTIA Certification, or have demonstrated experience in Information Technology, or related disciplines
• Demonstrated experience in working in an IT Support Function and providing subject matter expertise
• Knowledge of Service Desk system and IT Tools.
• Understanding of IT service principles and service levels.
• Demonstrates high level effective communication, teamwork, stakeholder management & customer service to ensure job requirements are achieved.