Service Desk Support Officer

About the Company

Centorrino Technologies (CT) is recognised as a Great Place to Work for 2024-2025 and listed among Australia's Best Places to Work Medium & Large Size for 2025, boasting a strong employee Net Promoter Score (eNPS) of 68. The company fosters a vibrant community beyond typical tech workplaces.

Role Overview

We are inviting applications for the position of Service Desk Support Officer, who will provide frontline IT assistance to business end users. Working within an ITIL Service Management environment, the role involves delivering outstanding customer service, handling incident and service requests, and contributing to IT service improvements. This fixed-term contract spans 12 months based in Hobart, Tasmania.

Key Responsibilities

• Deliver first-level support for incidents and service requests via phone, ServiceNow platform, and onsite walk-up assistance.
• Efficiently troubleshoot and resolve user-reported problems.
• Escalate more complex issues appropriately and manage ticket records meticulously.
• Support ongoing service enhancement and process optimization initiatives.
• Assist with End User Computing projects and technology refresh efforts.
• Accurately document incidents, requests, solutions, and support processes.
• Monitor and prioritize service desk queues to ensure compliance with service level agreements.

Candidate Requirements

• At least two years of experience in a Service Desk or IT support role.
• Experience operating within an ITIL Service Management framework.
• Familiarity with IT Service Management tools like ServiceNow.
• Excellent communication and customer service abilities.
• Capability to handle multiple priorities and work collaboratively in teams.
• Experience providing remote technical support to users.
• Strong analytical and troubleshooting skills aimed at efficient issue resolution.
• A proactive disposition focused on continuous improvement and delivering quality IT support.

Benefits and Culture

• Access to comprehensive training and career development programs supporting long-term growth.
• Attractive discounts and benefits designed to enhance financial well-being.
• Flexibility in choosing IT equipment to optimize work productivity and opportunities to purchase technology at cost price for personal use.
• Engaging team events promoting connection and celebration beyond the workplace.

Additional Information

Centorrino Technologies is committed to diversity and inclusion, valuing a variety of perspectives to foster an innovative, welcoming environment. All applicants must hold a valid Vulnerable People / Working with Children Check (WWCC) and a Police Check.