Job description
Our client is currently seeking to engage an IT Support Officers to support their Learning Management systems. In this role, you will be the crucial point of contact for end-users, providing effective and timely responses to incidents and service requests. Your responsibilities will encompass technical support, administrative tasks, and customer service, ensuring smooth operations of our clients' systems.
Key Responsibilities:
Technical:
- Provide advice to resolve simple technical and non-technical issues.
- Offer administrative support as required.
- Understand and address new or complex issues within the technical support team.
- Conduct knowledge transfer and training related to service management activities
- Prepare procedural and governance documentation to support business as usual capability.
- Assist in the development of materials to support knowledge transfer under guidance.
- Evaluate software changes, considering benefits, risks, and total cost of ownership.
Customer Service:
- Manage confidential and sensitive information.
- Monitor group support email, triaging requests promptly.
- Provide user liaison for inquiries.
- Communicate effectively with a variety of stakeholders.
- Prioritize work to ensure high levels of service and support are provided.
- Respond to urgent requests calmly and efficiently while maintaining high work standards.
- Collaborate within a team to deliver consistent customer service excellence.
To be successful in this role, you will have:
- Experience in providing ICT helpdesk support in a large organization or enterprise environment.
- Strong communication skills with a focus on service delivery.
- Undergraduate degree in Information Technology
- Technical documentation and administration skills of a high order.
Desirable Criteria:
- Experience supporting Moodle, Learning Management Systems, or equivalent enterprise technology environment.
- Intermediate learning content development skills.
- Enterprise technology support and administration experience.
Security Clearance:
Ability to obtain baseline clearance. Existing baseline clearance preferred.
If you are a proactive and customer-focused individual with a passion for supporting learning technologies in a government environment, we invite you to apply.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Irina Alrogi on +61 (0)2 6151 9203 or email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
