Technical Support Officer

Join a busy ICT Operations team as a Technical Support Officer (AO4) and become the first point of contact for users across a range of ICT services. You'll provide hands on technical support, resolve issues, triage incidents and ensure requests meet agreed service levels.

• Provide first-line service desk and desktop support across hardware, software and telecommunications.
• Triage, prioritise and elevate incidents to meet service level targets.
• Troubleshoot technical issues across user devices, applications and Microsoft 365.
• Track incidents and requests through to resolution.
• Create and maintain support guides to improve service quality and reduce user downtime.

• Strong service desk or desktop support experience.
• Hands on Microsoft 365 troubleshooting experience.
• Strong incident triage and escalation skills.
• Clear communication with technical and non technical stakeholders.
• Ability to prioritise work in a fast paced support environment.

• Experience in a government or large enterprise environment.
• Knowledge of IT service management processes.
• Experience with service level agreements and incident reporting.
• Flexibility to support a Monday-Friday rotational roster and occasional on call requirements.

• Technical troubleshooting
• Microsoft 365
• Service desk and desktop support
• Incident management
• Stakeholder communication

For a confidential chat, please contact Mur on or via email at and we would be more than happy to provide you with additional information and assist in the application process.