Senior Helpdesk Officer
Are you passionate about technology and delivering exceptional customer service? Or Client is seeking a Senior Helpdesk Officer to join our Information, Communication & Technology team. This is an exciting opportunity to play a key role in supporting our staff and driving technology-related projects.
About the Role
As a Senior Helpdesk Officer, you will:
- Provide second-level support for escalated technology issues.
- Coach and support first-level Helpdesk staff.
- Troubleshoot computer, printing, and telephone problems.
- Perform routine system maintenance, upgrades, and data archiving.
- Assist with new user creation, terminations, and system access security reviews.
- Contribute to technology project implementations, including after-hours support.
- Ensure Helpdesk procedures are documented and maintained.
Key Responsibilities
- Respond to system support requests via phone or the helpdesk system.
- Escalate issues to IT staff or third-party suppliers as needed.
- Perform software updates, security patching, and routine data uploads/extractions.
- Prepare and record equipment for disposal.
- Deliver a high standard of customer service to internal customers.
Special Requirements
- On-call availability: Saturdays (9:00 AM - 1:00 PM) or Mon-Fri (5:00 PM - 8:00 PM).
- Ad-hoc after-hours support for system maintenance or implementations.
About You
You are someone who:
- Thrives in a collaborative environment and values knowledge sharing.
- Has a genuine passion for helping others and solving challenges.
- Acts with integrity, professionalism, and transparency.
- Embraces change and has the courage to think differently.
If you're ready to make a difference and grow your career in a supportive and dynamic environment, we'd love to hear from you
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.
