October 23, 2024

Essential Energy

Port Macquarie

FULL TIME

Service Desk Officer

Seeking a Help Desk Officer to provide centralised remote support and service to the business.

We are unique
Join our organisation and experience a culture that fosters camaraderie and personal growth, serving and connecting the regional communities of NSW and southern QLD. Enjoy work-life balance and training and development opportunities across a diverse range of career pathways.
About the role
Reporting to the Human Support Manager, you will provide centralised remote support and service to the business. This will be accomplished by both proactive and reactive means via customer phone calls and email.
As the Service Desk Officer, you will assist in managing incidents and service requests through to resolution, escalation and closure communication with relevant support teams as required.
Key responsibilities:

Provide first level technical customer support services following agreed procedures, and assistance in escalation management to enable resolution, achieve business objectives, optimise call resolution times and customer satisfaction, and meet service level requirements
Understand the Incident Management process and utilise Essential Energy Service Desk tools and technologies to manage calls to resolution, allocate unresolved calls and maintain records
Effectively utilise and update the Service Desk Knowledge Database
Monitor changes in technology on all types of computer hardware and PC operating systems
Liaise with suppliers (Vendors) and IT customers to have issues resolved in a timely manner

About You
To add value to this role you will have demonstrated experience in a similar ICT support role with proven experience in applying customer service techniques in an IT environment including providing remote support services.
You will be experienced in supporting and operating enterprise email services and office product software such as Office 365.
Skills

Strong communication and interpersonal skills with a focus on the provision of customer service to all relevant stakeholders
Ability to understand and apply Essential Energy Information Technology Infrastructure Library (ITIL) practices
Strong technical support skills in a wide range of ICT disciplines (devices, applications, technologies systems)
Ability to use SCCM software

Required Qualifications

Certificate III in Information, Digital Media and Technology or demonstrated capability through past employment experience and/or relevant qualifications

Desirable

Drivers Licence
ITIL Certification

Why Essential Energy
We offer competitive remuneration commensurate with skills and experience and 16% Superannuation.
For information on our employee benefits (such as Fitness Passport, Apple, JB Hi-Fi and Dell Employee Purchase Programs and 26 weeks paid parental leave for primary and secondary carers) please visit our careers website.
We are proud to be recognised as a WORK180 Endorsed Employer for All Women .
We’re a business with a huge range of operational and corporate roles aimed at connecting our communities.
As a pivotal player in the energy future of NSW and the country – we cover 95% of NSW and parts of southern QLD - we are an organisation with a wider variety of roles than you may first think.
Whether you want to work remotely, in a coastal region or rurally, we will invest in you, develop you and help you shape a career in energy that will give you future opportunities you may never have realised in a sector where there is so much to explore.
For further information please contact Lynne Hughes, Human Support Manager, on 0438 697 039.
Applications close on Wednesday 6 November at 11:55pm .

Passionate people. Global thinking. Regional heart.
Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.
As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.