Service Desk Officer

at  Cement Australia

We have a full-time opportunity for an energetic Service Desk Officer to join us in an IT Support role, based at our head office in Darra. You will be part of the IT Operations team that is the first point of contact and “face” (or voice) for IT in our business.
We are looking for a team player who is customer service focused, possesses an excellent phone manner, displays attention to detail, a keen sense of initiative and a pro-active, assertive attitude.
Your time will be spent helping employees with IT requests via phone, email and in-person as well as administrative tasks. This role is responsible for the creation, assigning and resolution of incidents and service request in accordance with work instructions, service levels and priorities. Your skills will centre around Microsoft 365, account management, mobile and desktop support. Your customer service skill set and ability to communicate well, build relationships and diagnose issues quickly is key to success in this role.

ABOUT US:

An icon of the Australian cement industry, Cement Australia is the nation’s leading supplier of cementitious products and services. Whilst cement is in the name, the business portfolio is diverse, comprising a series of heavy industrial manufacturing operations, coal and limestone mines, bulk distribution transport fleet, rail and shipping interactions and hazardous waste treatment and alternative fuel production (Geocycle).
As an organisation, we offer our employees work-life balance, a close-knit and collaborative team whilst providing you with the tools and opportunity to make your mark. Our vision is to create a safe, healthy, productive and sustainable business and we are looking for like-minded professionals who align with our company values.

As a Service Desk Officer, you will:

• Log, analyse and resolve incoming user incidents and requests in line with quality standards
• Monitor queues to ensure tickets adhere to Service Level Agreements (SLA) and escalate complex issues when required
• Assist with user onboarding/offboarding processes including IT equipment set up/removal
• Troubleshoot issues related to systems, applications, software, hardware or networking
• Manage IT assets from procurement & set up, through to disposals
• Educate end users around computer / systems best practices
• Create and maintain knowledge base articles
• Delight customers through regular communication, be the bridge between iServices and the business to help build mutually beneficial solutions
• Participate in an active On-Call roster
• For this position, you will need to be available to work a rotating roster Monday – Friday between the hours of 6.30am - 5pm