Our client is currently seeking to engage a IT Support Officer to support their Learning Management systems. In this role, you will be the crucial point of contact for end-users, providing effective and timely responses to incidents and service requests. Your responsibilities will encompass technical support, administrative tasks, and customer service, ensuring smooth operations of our clients' systems.
Key Responsibilities:
Technical:
- Provide advice to resolve simple technical and non-technical issues.
- Offer administrative support as required.
- Understand and address new or complex issues within the technical support team.
- Conduct knowledge transfer and training related to service management activities.
- Prepare procedural and governance documentation to support business as usual capability.
- Assist in the development of materials to support knowledge transfer under guidance.
- Evaluate software changes, considering benefits, risks, and total cost of ownership.
Customer Service:
- Manage confidential and sensitive information.
- Monitor group support email, triaging requests promptly.
- Provide user liaison for inquiries.
- Communicate effectively with a variety of stakeholders.
- Prioritize work to ensure high levels of service and support are provided.
- Respond to urgent requests calmly and efficiently while maintaining high work standards.
- Collaborate within a team to deliver consistent customer service excellence.
To be successful in this role, you will have:
- Experience in providing ICT helpdesk support in a large organization or enterprise environment.
- Strong communication skills with a focus on service delivery.
- Undergraduate degree in Information Technology.
- Technical documentation and administration skills of a high order.
Desirable Criteria:
- Experience supporting Moodle, Learning Management Systems, or equivalent enterprise technology environment.
- Intermediate learning content development skills.
- Enterprise technology support and administration experience.
Security Clearance:
Existing baseline clearance is required.
If you are a proactive and customer-focused individual with a passion for supporting learning technologies in a government environment, we invite you to apply.
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