Senior IT Helpdesk Support Officer
Responsible for managing Level 1 and 2 incidents and for coordinating the Help Desk team where the manager is unavailable.
Summary about this job
Help Desk & IT Support
Company: BGIS
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-7-2985-6357
Fax: +61-3-9542-6545
E-mail: n\a
Site: n\a
Detail information about job Senior IT Helpdesk Support Officer . Terms and conditions vacancy
- IT Help Desk | Coordinate resources | Generalist in IT
- Stakeholder management | Problem solving | Customer service
- CBD location | Global brand | Supportive team environment
BGIS, a Brookfield Company, is a leading provider of integrated real estate management services, facilities management, professional services, project delivery and workplace solutions.
With a combined team of over 7,000+ people, we are focused on enabling innovation through the services we deliver, while actively engaging new opportunities that add more value to our clients' businesses. Globally, BGIS manages approximately 30 million square metres of client portfolios across more than 30,000 locations in Australia, Asia, New Zealand, North America, Europe and the Middle East.
The role:
We have an opportunity for a Senior IT Helpdesk Support Officer to join our IT team within our Head Office. The Senior IT Helpdesk Support Officer will be responsible for Level 1 and 2 support, managing critical incidents and will also be responsible for coordinating the Help Desk team where the manager is unavailable.
Essentially you will be responsible for the following:
- Provide Level 1 and 2 support to a regional user base of over 1000 staff as a part of a team;
- Manage critical incidents, coordinate resources, communications, workarounds and post-incident reviews;
- Provide on-call services for urgent incidents;
- Responsible for the life cycle of all service tickets/incidents and be the first point of contact;
- Maintain and update Service Desk documentation, records and procedures;
- Escalate all technical service requests to the appropriate resource if cannot be resolved;
Skills & Experience
- Minimum 3 years' experience providing IT support in a Service Desk Environment;
- Relevant IT degree, TAFE or Diploma qualifications;
- Mentoring experience would be advantageous;
- Advanced experience with the use and troubleshooting of a Service Desk tool (Heat, ServiceNow, etc);
- Demonstrated stakeholder management skills at varying levels of an organisation;
- Strong demonstrated professional telephone manner and customer service skills;
- Excellent problem solving skills;
Benefits & Culture
‘Stepping Up' is an innovative and interactive talent development programme designed to help each member of the BGIS team contribute to continuous professional development. Our benefits include flexible work options, an EAP program which provides free counselling services to employees and their families, Paid Parental Leave, Study assistance and much more.
BGIS is committed to building a workplace culture that values diversity and inclusion. We actively promote and support the employment of people with disability, Aboriginal and Torres Strait Islanders, LGBTI and other diversity or minority groups.