IT Support Officer (5 Month Contract) (JAV-SYD_M111374) Melbourne CBD, Melbourne, Australia
About Us:
Ignite On-Demand (Managed Services) is part of the Ignite group (ASX listed company) which has been serving our business Partners throughout Australia and New Zeeland for over 40 years. With the systems and experience in place to make a fundamental difference in the way we help our Teams feel part of the family.
IT Support Officer
Location: Melbourne CBD
Duration: 5 Month Contract (possibility of extension)
Pay Rate: Competitive rate offered based on skills and experience
Hours: Work in a rotating roster within the IT support team to ensure helpdesk coverage between 8am and 5:30pm Monday to Friday with 1 hour for lunch break although these may change.
Overview
Currently looking for a skilled IT Support Officer to work for one of our clients based in Melbourne (Metro).
About Job
This is a central role to drive, maintain and improve a high level of customer satisfaction.
Working closely with the clients service desk team, this role is responsible for assisting clients (primarily barristers) with common IT problems and ensuring their experience is positive. Key responsibilities involve communication with clients, understanding their needs and presenting them with solutions.
This role involves providing level 1 and 2 IT services primarily through telephone support but may also involve responding to requests by email or in person.
The role will also involve questioning current processes and assisting with developing and documenting new processes so common problems can be addressed efficiently by all client-facing staff. With our client's environment they are constantly seeking opportunities to better assist existing clients and grow their client base. This role is key in understanding the IT needs of our clients and will communicate learnings to the teams formally and informally.
Qualifications and Experience
- A tertiary qualification in Computer Science, Information Systems or suitable experience
- At least 7 years in a customer-focussed IT role, preferably within a legal, professional services or financial services environment;
- Strong technical problem solving skills with judgement to identify when problems require technical skills or time beyond the capacity of the role or the individual;
- Strong people skills, being approachable, a good listener and empathetic;
- Ability to work individually or as a member of a team;
- Excellent written and verbal communication skills;
- Ability to multi-task and manage ongoing activities;
Technical Skills
- Networking: patching ports and testing cables;
- Mail server administration using Microsoft Exchange, Office 365, Active Directory,
- PC and Apple operating systems, specifically: Windows 10/8/7, Windows Vista, Mac OSX;
- Tablet and smart phone operating systems: Apple, Android and Blackberry;
- Email clients: Outlook 2007/2010/2013/2016, Outlook Web Access, Apple Mail, Outlook for Mac;
- Ability to research problems and implement solutions, seeking authorisation from Head of Technology if the solution presents an increased risk to the company;
- Ability to develop other skills as required.
Who You Are
- Vibrant, well-presented and confident, with a sense of urgency;
- A calm, positive demeanour;
- A strong desire to exceed customer expectations;
- A strong desire to succeed
- Commitment to high standards;
- Strong and broad IT skills and the ability and curiosity to quickly learn new systems;
- Ability to work without supervision and under pressure.