DeskSide Support Officer Job at Kinexus Australia

We’re Looking to hire, DeskSide Support Officer Job at Kinexus Australia

1. DeskSide Support Officer Job
2. Deakin, Australia
3. Full-Time

About Company

We think that the opportunities you create from information and contacts are what make up the recruitment process. DeskSide Support Officer Job at Kinexus Australia

Kinexus, formerly known as Kinetic Recruitment, is where Australia's defence, engineering, and ICT industries come together.

We guide our customers and applicants through the fiercely competitive job market, where businesses compete for a premium workforce that is hard to recruit and specialists with in-demand skill sets are in higher demand than ever. Kinexus is at the centre of everything; we offer the intelligence required by our community to support their long-term success and mutual growth.

The heritage and expertise of Kinexus in the ICT and defence sectors are unsurpassed. We stand out because of our insider knowledge and relationship-based culture, which equips our employees with the information they need to make wise decisions and connects them with appropriate opportunities.

Job Responsibilities

• Work with the DesktopOne Program to ensure successful client transition with software and hardware rollouts.
• Be the first level of leadership for the team of Level 1 Floorwalkers (L1 Support officers);
• They will steward the Level 1 staff to monitor and manage the contact of clients and triage incoming client calls, messages, and incidents across multiple channels. They will ensure L1 attend client desks and effectively identify technical issues, resolve and/or escalate as needed, to support the new operating environment.
• They will ensure the team incidents are assigned and managed efficiently and effectively, with all tasks being resolved in a timely manner with customer service and client outcomes being paramount.
• This role will be the central point-of-contact for both Level 1 Floorwalking staff and clients by displaying a high level of interpersonal skills and an ability to liaise effectively with a wide range of stakeholders.
• This role will monitor and manage the development of Knowledge Base Articles (KBAs), raising of SM9 (Service Manager 9), the Departmental service management system, incident tickets and the maintenance of asset and information systems.
• The officers will consistently and efficiently monitor and action both interactions and alerts from the service management system (ie., SM9) and any other related systems or communication channels.
• As a Level 2 Desk-side Support Officer you will work in a close-knit team with the Floorwalking Team Lead and Program Manager, to foster both proactive and effective team involvement.

Job Requirement

• Australian Citizenship with a minimum Baseline Security Clearance.
• Proven leadership skills in an ICT environment;
• Good computer literacy/skills and an ability to apply knowledge;
• Proven customer service skills;
• Ability to use both logic and problem-solving skills;
• Self-motivated and proactive with own professional development;
• Integrity, responsibility and reliability;
• Fascination about technology; and
• Being innovative, having initiative and an ability to think on your feet.
• A minimum of 6 months previous experience in a similar role

Apply now