Help Desk Officer

Role Reference RMPL-HDO-NOV-19

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Help Desk Officer

Posted October 30, 2019

Role Reference RMPL-HDO-NOV-19
  • Market-Leading Enterprise Software Solution
  • Permanent Career Role
  • Melbourne CBD Location

ResearchMaster, a wholly-owned subsidiary of Database Consultants Australia (DCA), is Australasia’s largest provider of innovative research management software solutions and services.

We currently require a Help Desk Officer to respond and resolve support requests for our RME software solution, including the triage and resolution of Help Desk issues.

Your duties include:

  • Actively manage client support requests to the help desk, received via email and telephone, including logging, follow-up and resolution.
  • Complete the resolution of support requests within the define indicators for support, including the resolution of issues within the agreed SLAs.
  • Conduct triage, analysis and investigation of incidents and bugs to determine severity, cause and path to resolution.
  • Where appropriate, manage, prioritise and escalate through to the development team any support requests requiring 3rd tier support.
  • Provide technical application support for internal and external hosted environments, including installations, upgrades, patches, technical configuration, etc.
  • Provide internal system, environment and RM Managed services (application) support in a timely and professional manner under the direction of the technical staff.
  • Liaise with various external suppliers.

Service Desk experience with supporting software applications and/or hosted environments will support your success in this role. Previous Oracle database experience will be highly regarded.

To find out more about this exciting role contact Peter Dannock on 03 9320 9077.

To apply, please  fill in the form below or send a cover letter addressing the above criteria and a current version of your resume to by no later than 13 November 2019, quoting reference number RMPL-HDO-NOV-19.

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