ICT Service Desk Technician

• Work for an organisation that shares your values.
• Passionate about IT and ensuring exceptional service delivery?
• Flexible working options available

CPL is a leading provider of disability support services in Queensland and Northern New South Wales. We're on a mission to empower people with disabilities and older Australians to live the life they choose. We believe in creating an inclusive society, and our dedicated team is committed to providing the very best support, guidance, and understanding to our clients.

We're seeking an ICT Service Desk Technician to join our team responsible for providing first and second level Help Desk support for our employees and users of ICT equipment and systems.

About the role:

In this role you will be responsible for:

• Manage and resolve first and second level queries through Help Desk activity, including phone calls, emails, in person and online ticket logs.
• Provide technical assistance and maintenance support on software, hardware, applications, communications, and connections.
• Manage IT Help Desk tickets as required; scheduling, assigning and/or escalating issues/queries as appropriate.
• Coordinate system upgrades, installations, integrations, customisations, configurations and testing new systems and hardware, and help resolve configuration conflicts and errors.
• Create, change and delete user accounts according to relevant delegations as required.
• Administration of desk and mobile phone user account set up, changes, transfers and closures.
• Maintain accurate and up to date asset/equipment registers.
• Demonstrate and instruct users on basic use of ICT/AV equipment as required.
• Investigate and resolve hardware issues including performing minor repairs, maintenance, technical assistance and support.
• Effectively contribute to project work as required.
• Undertakes other responsibilities as required and directed by the IT Service Delivery Lead / Group General Manager Information Technology.

About you:

We are looking for someone with:

• Level 1-2 Help Desk troubleshooting experience across standard ICT architecture.
• Current industry certifications including MCP and ITIL, maintained within 12 months of currency.
• Excellent telephone, personal communication and customer service skills.
• A proactive attitude, ability to solve problems and use initiative to make decisions, plan and carry out tasks without direct supervision.
• Ability to work together and participate effectively as a contributing member of a team.
• Knowledge of Microsoft environments including:
  • MS Office 365
  • MS OS platforms Windows 10/11
  • Windows Active Directory

This position would also be required to complete a NDIS Worker Screening Check and a Criminal History Check (we can help).

So why would I choose CPL?

When you join our team, you can benefit from the following:

• Flexible Work: At CPL, we believe work should fit seamlessly into your life, not the other way around. Our flexible work options offer the best of both worlds, striking the perfect balance between productivity and personal life.
• Grow Your Career, Your Way: We're committed to your professional development. Share your ideas, challenge the status quo, and collaborate with our team. Together, we'll create a dynamic and inspiring work environment where your contributions are valued.
• Take Care of Yourself and Your Community: We understand the importance of well-being. That's why we offer generous leave benefits, including annual leave, personal leave, compassionate leave, and comprehensive paid parental leave. Take the time you need to recharge and give back to your community.
• Employee Assistance Program: Access to free and confidential counselling services for you and your family members.
• Embrace Diversity, Celebrate Uniqueness: We believe in creating an inclusive workplace where everyone feels valued and respected. Regardless of your background or perspective, you're welcome here. Be yourself, and let's build a brighter future together.
• Tax-Free Savings: Increase your take-home pay by packaging up to $15,900 of your annual salary tax-free.
• Entertainment Expenses: Use up to $2,650 of your pre-tax income for entertainment expenses, such as meals and holiday accommodation.

If you're passionate about making a difference and have the skills to deliver exceptional technology solutions, we encourage you to apply.

To apply, please submit your CV and a cover letter. For a confidential discussion, please contact Recruitment at recruitment@cpl.org.au, quoting Ref No. 1238401.

CPL is committed to providing a workplace that fosters a culture of respect, understanding and inclusion.