Your new company

Our client is a state government department looking for a Helpdesk / Level 1 Support contractor.

Your new role

• Provide operational support (on-site and remote) to the clients sites as required in a primarily Microsoft environment.

• Configure/install/monitor/support/manage the ICT environments by high level technical expertise. Provide a level of training of the QCS desktop environment and applications to QCS end users where required.

• Develop and maintain ICT documentation including knowledgebase articles and work instructions.

• Provide Tier 1/2 technical support and participate on the helpdesk as a primary method of incident resolution.

• Accurately triage and escalate incidents where required according to policies and procedures.

• Prioritise and allocate tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.

• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.

• Develop, maintain and work within procedures for the maintenance of one or more technical domains.

• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.

• Meet enterprise service levels by applying ITSM processes.

• Ability to supervise staff in the delivery of high-quality ICT support by ensuring standards and procedures are adhered to.

What you'll need to succeed

• Demonstrated technical expertise in the management, configuration, monitoring and implementation of ICT environments in one or more technical domains.

• Proven experience in delivering high quality ICT support to clients, with an emphasis on managing workloads, prioritising tasks and working unsupervised.

• Proven experience and ability to identify and resolve ICT related problems within defined Service Level Agreements.

• Demonstrated ability to coordinate multiple tasks within agreed priorities, timeframes and accountabilities.

• Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships, including mentoring of junior staff, and enhance the provision of quality client service in a team environment.

• Well-developed oral and written communication skills that enable the creation and/or maintenance of system documentation, work instructions and technical reports for management. Demonstrated experience or the ability to quickly learn ServiceNow and ITIL Service Management processes

What you'll get in return

You will enjoy a competitive hourly rate. Your contract will be 14/07/2025 to 30/09/2025 + possible extension.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.