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Help Desk Officer

3 months ago

Waterford West, Queensland, Australia Canterbury College Full time

Help Desk Officer


Canterbury College is a leading independent ELC-12 coeducational Anglican school in Logan, servicing the growing southern Brisbane, Logan and northern Gold Coast corridor.

Our emphasis is on all-around excellence in academics, sport, the arts, and student wellbeing within an inclusive culture. We seek to inspire and nurture confident, optimistic and compassionate young people who are world ready.

About the Role:


The College is currently seeking a permanent, full-time, multi-talented
Help Desk Officer to work in its busy on-campus IT Department.

Come join our small, tight-knit, supportive and friendly IT team, playing a vital role in ensuring the smooth operation of the College's day to day activities through a blend of technical knowledge, customer service skills, and proactive problem-solving abilities


This role will ideally suit someone starting out in their career who enjoys customer interaction and providing high quality technical support.


Responsibilities may Include:

  • Providing firstline technical support to users experiencing ITrelated issues at IT Helpdesk, via phone or through the ticketing system or in the field.
  • Diagnosing hardware, software, printing, phones including network problems and escalating as required.
  • Assisting AV Coordinator with setting up AV gear for events and as requested by Team members.
  • Providing clear instructions and troubleshooting steps to empower users in resolving common issues independently.
  • Assisting the Helpdesk Coordinator in running the IT Helpdesk, maintaining documentation and Asset Register.
  • Maintaining Helpdesk system with uptodate document on incidents, solutions, and user interactions to ensure accurate records and facilitate knowledge sharing.
  • Managing IT incidents and service requests by prioritizing tasks based on urgency and impact.
  • Delivering exceptional customer service by addressing user inquiries promptly, professionally, and courteously. Ensure a positive user experience by providing timely assistance.

Key Selection Criteria

  • Proficiency in troubleshooting common IT issues and resolving technical problems effectively.
  • Excellent communication skills, both verbal and written, with the ability to convey technical concepts in a clear and understandable manner to end users.
  • Exceptional customer service skills with a focus on delivering highquality support and fostering positive user relationships.
  • Demonstrated ability to collaborate with other team members, share knowledge, and seek assistance where needed.
  • Adhere to company policies and guidelines and handle sensitive information with confidentiality and care.
  • Ability to prioritize tasks, manage time efficiently, and work under pressure in a fastpaced environment.
  • Ability to work within a Prep 12 environment.

Essential Qualifications:

  • Have a current Positive Notice working with children Blue Card, or the ability to obtain one.
  • Certificate III or Diploma of Information Technology or equivalent experience in a relevant position.
  • Experience working in an educational setting highly regarded.

Why Join Canterbury College:

We value the professional development of our staff and offer a dynamic and engaging workplace. We nurture a whole of College approach to wellbeing and staff development.

How to Apply:

Applications close COB Monday 29/04/24.

  • Canterbury College supports the rights of children and young people and is committed to the safety and wellbeing of students enrolled at the College. As such, the successful applicant will be expected to adhere to the College's policies and procedures relevant to student care and protection._