2 x Service Desk/Desktop (Level 1-2) support staff
Tender ID: 407924
Tender Details
Tender Description
This Tender is invited by the Issuer.
Reporting to the Team Leader Desktop and Service Desk, the Resource must undertake the following tasks:
a) Working with the CASA Desktop and Service Desk team to provide IT support to CASA, its staff and customers in the form of telephone, remote and/or face to face assistance.
b) Deliver exceptional customer service through the triage, resolution and/or escalation of incident or service requests.
c) Working co-operatively and collaboratively with the (ITB) team, as well as other stakeholders across CASA.
d) Be a self-starter to monitor, track and respond to work requests through the primary incoming channels (telephone, email, IT portal).
e) Other related tasks as requested by the Team Leader of Section Manager.
The candidates provided must be able to demonstrate the following skills and experience:
Mandatory
a) Exceptional customer service skills.
b) Strong understanding of IT systems, particularly desktop support of end user computing (Laptop/Tablet devices), Windows Operating System and the Microsoft suite of applications (e.g. Office 365).
c) Ability to adapt to a fast paced (and at times) frantic IT support environment.
d) Prefer at least 1 year of experience in a technology support role at an Enterprise level, or a demonstrable combination of training/experience to a similar level.
e) Strong written and oral communication skills, particularly in discussing technical matters with non-technical people.
Desirable
a) Understanding of Information Technology Infrastructure Library (ITIL) processes; and
b) Experience working in multi-disciplinary technical teams.
A resume and short cover letter of up to one page must be provided for each candidate that will enable the panel to assess their suitability for the role.
Location
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