Service Desk Officer

Job Description

We are seeking a dedicated Service Desk Officer to join our dynamic team and play a vital role in delivering high-quality digital services to our end users.


Key Responsibilities:

As a Service Desk Officer, you will be responsible for:

  • Providing first-point-of-contact support for end user digital services, adhering to company policies and standards.
  • Receiving, logging, resolving, and escalating service requests and incidents efficiently.
  • Analyzing and resolving requests to maximize resolution at the initial contact, or allocating requests to appropriate resolver groups.
  • Promptly and accurately allocating calls and managing queues while acting as a Subject Matter Expert for incident and request management.
  • Providing timely and accurate updates to call logging systems, identifying urgency and impact, and ensuring stakeholder communication.
  • Responding to customer requests within agreed service level timeframes and educating customers on digital technologies.
  • Installing software to digital standards, ensuring proper configuration, connectivity, and functionality.
  • Contributing to the development and maintenance of Service Desk and Desktop Support improvements, processes, procedures, and documentation.
  • Contributing to innovation and continuous improvement in the Service Desk function and Digital Platforms.


Essential Criteria:

  • Completed a Microsoft or CompTIA Certification, or demonstrated experience in Information Technology or related disciplines.
  • Demonstrated experience in working in an IT Support Function and providing subject matter expertise.
  • Knowledge of Service Desk systems and IT Tools.
  • Demonstrated knowledge and experience in resolving problems with PC systems, peripherals, desktop operating systems, and common desktop applications.
  • Understanding of IT service principles and service levels.
  • High-level effective communication, teamwork, stakeholder management, and customer service skills.
  • Proven ability to work in a high-performing, motivated, and proactive team.
  • Customer-centric approach and a forward-thinking mindset.
  • Demonstrated experience in establishing or updating work instructions/processes and facilitating training.
  • Ability to work consultatively within and across teams.


Desirable Criteria:

  • Experience with deployment and configuration scripts on a Microsoft platform.
  • Experience with deploying software installation packages using scripts and packaging tools.
  • Strong aptitude for adapting to emerging technologies in a fast-paced environment.


If you are a highly motivated and customer-focused IT professional with a passion for innovation, we encourage you to apply for this exciting opportunity to contribute to our mission of providing top-quality digital services to our clients.


How to Apply:

Follow the Apply button and submit your CV.


Contact Aleisha Murray at Data#3 on 0481 516 288 or


If you do not meet the role criteria but are still interested in hearing about opportunities through Data#3, please also get in touch for more information on our other available positions!