1 Lumi - ACORN Help Desk Officer

Service Desk Analysts support end users of IT systems and services. They are often the first point of contact and assist users and other support staff in resolving issues reported by users. They routinely provision new IT services and equipment to users and manage faulty and obsolete end-user equipment.

Support the Department of Foreign Affairs and Trade (DFAT), Diplomatic Academy with eLearning Help Desk Services, including:

• Assisting members of staff to resolve issues with the learning attempts in the Learning Management System (LMS)
• Assisting Divisional Learning Teams (DLT) and other training teams to prepare for and deliver courses on the LMS
• Evaluate and respond to issues with the LMS
• Report on training activities held on the LMS

To successfully provide this support, you should have:

• Knowledge of online services including DTA Digital service standards
• Knowledge of learning management system capabilities
• Experience collecting problem information and presenting it to the appropriate resolver, internal or external.
• Clear written and verbal communication skills.