IT Support

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Our client is a company based in Hobart. They are looking for a Desktop Support Engineer.

Service Desk Support Officer – Professional SummaryA customer-focused IT Service Desk skilled with experience supporting enterprise IT services within an ITIL-based Service Management environment. Skilled in using ServiceNow and other ITSM platforms to manage incidents, service requests, workflows, knowledge articles, and reporting. Experienced in providing remote and first-level technical support, troubleshooting end-user issues, and delivering excellent customer service across multiple channels including phone, email, walk-up support, and self-service portals.Demonstrated ability to effectively manage competing priorities, resolve incidents within agreed service levels, and contribute to continual service improvement initiatives.

Strong understanding of ITSM processes including Incident, Request, Knowledge, and Problem Management, with the ability to support End User Computing (EUC) environments and project initiatives such as VDI, operating system upgrades, device management, and workplace technology enhancements.

Key Skills & Qualifications

- ITIL Service Management principles and practices
- ServiceNow and IT Service Management (ITSM) tools
- Incident, Request, and Knowledge Management
- Remote Desktop and End User Support
- Customer Service and Stakeholder Engagement




- Process Improvement and Continual Service Improvement (CSI)
- ITSM Workflow Management and Reporting
- Microsoft Windows and End User Computing (EUC) Support
- Strong problem-solving and troubleshooting abilities
- Team collaboration and workload prioritisation

Key Responsibilities
- Provide first-level IT support for incidents, requests, and service enquiries.
- Manage and resolve tickets through ServiceNow in accordance with ITIL processes and SLA commitments.
- Deliver support via phone, email, walk-up interactions, and remote assistance tools.
- Escalate complex issues to appropriate technical teams while maintaining ownership of customer communication.
- Support EUC initiatives including VDI, OS hardening, device refresh, and evergreen workplace technologies.
- Maintain accurate ticket records, documentation, and knowledge articles.
- Contribute to service improvement initiatives by identifying process efficiencies and enhancement opportunities.
- Ensure a high standard of customer service and user satisfaction in all interactions.

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 about your career.

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📌 Desktop Support (Hobart)
🏢 Hays Recruitment
📍 Hobart