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IT Client Support Officer

IntoWork Australia are currently seeking an experienced IT Client Support Officer to join their team in the Adelaide CBD. This is a permanent, full time position.

About the Company:

IntoWork Australia is a vibrant and dynamic national group of 11 companies with over 1,000 staff providing excellence in working with businesses, government and individuals. Through our 11 brands, we deliver a range of services including Apprentice & Trainee employment, Labour Hire, Recruitment, Training and Disability Services. IntoWork Australia supports a vision of vibrant futures for communities to thrive through integrated workforce solutions and enabling choice for individuals.

Position Objective:

The IT Client Support Officer will provide front line IT support for users by providing technical support and troubleshooting for all aspects of computer hardware and software.

Key Accountabilities:

  • Responding to client queries and if require creation of tickets on their behalf
  • Administer and manage mobile device application – inc Apple ID’s, Google Accounts
  • Provide phone user support across all business entities
  • Provide customer support to end users
  • Triage tickets where possible using the Priority Matrix Module
  • Following up with end users to ensure full resolution of issues
  • Determine who /which team is responsible for the ticket and handover
  • Provide customer support as appropriate to knowledge and expectations of role
  • Seek timely assistance / training for task which you have been assigned however do not have necessary knowledge to action
  • Ensure end client is aware that their ticket is being closed (as applicable)
  • Depending on the severity of the alert notify the appropriate staff or business. E.g. critical alert that affects a business. Notify the business of the issue
  • Installation and support of SOE software to End Users
  • Monitor Hardware Alerts using PRTG
  • Various Hardware troubleshooting – including printers, phones, desktop computer and laptops

Key Selection Criteria:

Demonstrated experience in the following;

  • Aptitude and desire to provide responsive customer service
  • Demonstrated ability to develop and document ICT processes or user support outcomes
  • Excellent time and work management skills that ensure workload is managed and deadlines are met according to agreed priorities
  • Ability to manage change and disruptions in workflow and processes
  • Excellent communication skills verbal and written
  • Ability to identify network issues and pinpoint area of issue especially in regards to user operations
  • Understanding of tiered security approach and firewalling rules

It is a requirement of the position to undertake a National Police Check & Working with Children Check prior to appointment.

If you meet all of the above criteria, please ‘Apply for this job’

Job Information

Job Reference: 200031333_1633662542
Salary From: £55000
Salary To: £60000
Job Industries: IT
Job Locations: Adelaide CBD, South Australia
Job Types: Permanent

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