IT Help Officer
JuniorContractHybridGreater Geelong, VIC, AustraliaInformation technologyCustomer serviceIT supportPosted 5 months ago
About the job
The Casual IT Help Officer position is all about being the first point of contact for students and staff, ensuring their technical issues are resolved efficiently. This job plays a crucial role in enhancing the overall experience of the Deakin community by applying best practices and ITIL processes. The team thrives on collaboration, continuous improvement, and a shared passion for technology.
You'll be responsible for
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Providing first contact support
Responsible for the first contact and first point resolution, recording and tracking of student and staff interactions.🔄
Escalating issues
Determine where to escalate an interaction when first point resolution is not possible, providing effective information to relevant parties.✅
Implementing quality assessments
Implement IT Help quality assessment processes and incorporate customer feedback into continuous improvement initiatives.Key criteria
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High-level technical knowledge
Demonstrated expertise in resolving customer IT issues.View
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Excellent communication skills
Ability to convey complex technical information clearly.View
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Team collaboration experience
Proven ability to work effectively within a team.View
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