Service Desk Officer



Work type:

Full Time


Information & Communication Technology


$80000.00 - $84000 per annum

Job reference:


Start date:


Contact email:


Melissa Haddah

Service Desk Officer - Level 2 (permanent opportunity) 

Key Area of Responsibility:
  • Providing Level 2 support for satellite services incidents
  • Providing telephone and email support
  • Troubleshooting to technical and non-technical end users
  • Logging and managing issues on BMC Footprints ticketing system
  • Monitoring outages and escalating problems when required
  • Adhering to KPI's
  • Communicate with team members and collaborate on ideas to find solutions
  • Proactively monitoring the network and stop problems before happening
  • Adding and maintaining internal and external knowledge bases
  • Maintain internal troubleshooting, Concept of Operations and other technical and non-technical documents
  • Perform network updates and changes during and outside of the planned outage windows
  • On call duties 24x7

 Major Challenges:
  • Ability to prioritize and handle multiple tasks simultaneously.
  • Ability to work with minimal supervision. In some cases, such as off peak hours, weekends and holidays, ability to work unsupervised.
  • Ability to proactively anticipate customer needs and make recommendations to meet those needs.
  • Be able to pass basic medical fitness test.
  • Flexibility - there will be weekend and after hours work required in this role on a rotational basis (24x7 Service Desk Environment)

Job Specification:
  • Degree in electrical/electronic/communications engineering (preferred) or equivalent experience
  • 2+ years' experience in an IT or Telecommunication Support/Help Desk position
  • Previous experience in a customer service and/or retail position will be highly regarded
  • PC experience in a Windows operating environment with strong typing ability
  • Related experience in Service Desk support preferred.
  • Mobile Satellite Services (MSS) Experience (Iridium/Inmarsat Installation/Support experience and/or training)
  • ITIL foundation Certificate
  • Cisco certifications i.e. ICND or CCNA
  • Excellent English both written and verbal. Additional languages are an advantage.
  • Good organisational skills with ability to prioritise work to meet deadlines.
  • Good skills in MS-Office environment (Word, Excel & Project).
  • Excellent and confident communicator
If this role is of interest to you, apply now or email or give Melissa a call on (03) 9236 7732


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