Service Desk Officer

3 weeks ago

Coburg, Australia Merri-bek City Council Full time

**Permanent full-time position**:

- **Fortnightly RDO**:

- **Salary: $75k - $79k + Super**:

- **Ability to transfer or take LSL (Long Service Leave) within Local Government**

**About Merri-bek City Council**:
Merri-bek City Council is a progressive council of 175,000 residents: one community, proudly diverse. Our council area sits within the banks of the Merri Creek and the Moonee Ponds Creek, and includes Brunswick, Coburg, Fawkner, Glenroy, Gowanbrae, Hadfield, Oak Park and Pascoe Vale. Our city is vibrant and energetic, known for its active community, cultural diversity, creative industries and the arts. Our long-term vision has ambitious goals for environmental sustainability, social justice, community wellbeing, and creating great places. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food and cafés right at the doorstep.

Merri-bek Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engaging and supporting the Merri-bek community. Our organisational vision is to be one team, brave and diverse, making a difference.

We pride ourselves on being an inclusive and welcoming workplace. We offer flexible and hybrid work options and genuinely care about providing our staff work/life balance. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food, cafés, parks and a cinema right at the doorstep. Merri-bek is a great place to live, work and play. Our organisation vision is: One team brave and diverse making a difference.

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**About the role**:
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**Skills and experience require to perform the role**:

- Ability to resolve problems and service requests to endorsed standards in an efficient manner to ensure that users experience mínimal inconvenience through IT issues.
- Ability to manage IT Service Desk tickets, incoming calls, and effectively operate the IT Service Desk system.
- Day to day decisions is required to ensure a high standard of service delivery whether working on the IT Service Desk or installing equipment for a user.
- Ability to manage user problems after hours and utilise the resources available and processes to be followed to affect a quick resolution.
- Communicate with the Unit Manager ICT Infrastructure and Services on a regular basis to enable each to keep up to date on current issues.
- IT support and working in an IT Service Desk environment.
- Track record and desire to provide excellent customer service and support to users and management.
- Experience in teaching staff how to use standard IT hardware and software.
- Communication skills - oral and written.
- Ability to work in a team and operate unsupervised at times.
- Experience in configuring and deploying PC hardware and software.
- Problem solving skills.
- Knowledge of mobile technologies including Apple and Android devices.
- An understanding of the principles of data and voice network operation and troubleshooting.
- An understanding of anti-malware products and software capability.

**What the role can offer**:

- Fortnightly RDO
- Extensive opportunities for training & career development
- Salary sacrifice options
- A real sense of work-life balance & flexible work options
- Employer-supported study assistance schemes
- Wellness programs

**Further support offered for our staff -**:

- Up to 20 weeks primary carer parental leave
- Up to 5 weeks secondary parental leave
- Purchase leave (ability to purchase additional annual leave)
- Ceremonial leave
- Gender affirmation leave
- Family violence leave

**Applications close: 11:30pm, Monday, 5 February 2024**

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**How to apply**:

- Please note that some documents relating to this position may reference Moreland City Council. We are in the process of updating the councils new name of Merri-bek City Council.

Merri-bek is focused on diverse representation of the community we serve. With this we value lived experience that could contribute to the shaping of this role and in turn will continue to provide representation and growth of safe and inclusive work culture.

***:
**Our Commitment**:
In May 2021, Merri-bek Council adopted a revised Statement of Commitment to Wurundjeri Woi-wurrung People and Aboriginal and Torres Strait Islander communities of the municipality. The statement recognises the Wurundjeri Woi-wurrung people as the traditional owners of the lands and waterways of our municipality.

Merri-bek City Council is committed to being a Child Safe Organisation and has zero tolerance for child abuse. We believe children and young people have the right to be and feel safe and that their safety and wellbeing is the responsibility of everyone. You can read more about our Child Safety Commitment Statement on our website.

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