Our well respected Government Agency client’ Melbourne office is located in The CBD and offers high quality IT services to 300+ End Users, from Administration to CEO, throughout Victoria.

We are seeking a passionate Helpdesk Coordinator who enjoys managing the Team to help End Users in problem-solving, working with Line Managers as part of the Project Team and is keen to advance their Technical and Personal Management knowledge and career.

Skills and experience:

Full Australian work rights

Minimum 12-18 months' experience in a Technical Support / Coordinating position Supporting Azure Apps, Windows 11, Windows Servers, Exchange/O365 mail , SharePoint Systems, Active Directory, Microsoft Office and some 3rd Party Apps.

Corporate Network Comms including Wired and Wireless Devices, Video / MSTeams and remote access.

Strong client focus and excellent communication skills

Strong troubleshooting and problem solving skills

Duties and responsibilities:

Answering phones

Providing uidance and Support to Level 1 & 2 staff via face to face, phone, email and remote access to help the external Users.

Responding to requests and resolving issues within a suitable timeframe.

Monitoring daily processes and procedures such as backup monitoring and event log monitoring

Capturing information in the IT ticketing system

Managing expectations and providing a great customer service experience

Assigning tickets to the appropriate Support area

Identifying impact and urgency of support requests

Additional transactional tasks as abilities allow (eg. resetting user passwords)

Skills/experience required:

Experience Coordinating in a busy IT Service Desk Environment

Experience dealing with Level 1, 2 and 3 IT support members

Ability to exercise good judgement in making decisions

Excellent written and verbal communication skills

Excellent Report writing

Easy communication style, building staff and customer confidence and rapport

Instinct to take ownership of issues and follow up with customers

Resilience and tenacity in pursuing solutions to problems

Experience working as contributing member of a team

Maintaining a calm and confident behaviours, even under pressure

Advantageous skills:

Experience administrating user accounts in (Azure) Microsoft Active Directory

Experience with HelpDesk Software

Excellent customer service skills

Strong verbal and written communication skills supporting end-users using remote support tools when required

Good listening skills with an ability to empathise with customers and staff

Ability to make an independent judgment within established procedures

Willingness to learn, research & self-teach

Adaptable to changing situations

Ability to plan, organise, and prioritise conflicting requests

Attention to detail

Good team player

Skills/certifications highly regarded include:

A tertiary qualification in IT

ITIL Certifications

Strong knowledge of TCP/IP, DNS, DHCP

Industry Technical certifications

A Permanent Residency or Australian Citizenship is required to apply for the role

Sound like your new career role? If yes, click Apply or contact Jeremy King for a confidential discussion, PD and information about applying. Phone 03 9426 4888 Only qualified candidates will be contacted.