Level 1 Support

4 weeks ago

Parramatta, Australia Parramatta City Council Full time

The City of Parramatta experienced unprecedented change and transformation, presenting Council, its partners, and the community a once in a lifetime opportunity to shape the future of Sydney’s Central City. Council’s Information & Communications Technology (ICT) unit is responding to the challenge - supporting Council’s delivery of services to the community through best practice, efficient & sustainable technologies.

**About the Team**

Following a recent review, our ICT Team is becoming a proactive and innovative business partner, valued for its customer focussed services and commitment to continuous improvement. We are investing in our people to ensure the right culture, knowledge & capabilities to enable ICT to deliver its strategy and lead Council on its technology & digital transformation journey. We’re looking for people who thrive in fast-paced working environments, are adaptable to changing needs, lean in to collaboratively solve problems, and those with natural curiosity and a problem-solving mindset who are willing to grow.

**About the Role**

The Level 1 Support role delivers exceptional customer service, developing and maintaining appropriate relationships with customers and end users through day-to-day interactions including consistent feedback and communication. This opportunity is a **Temporary 12 months Full Time Contract.**

You will be responsible for returning staff to an operational state as quickly as possible through situation triage. Where this cannot be achieved, capturing sufficient information to facilitate further investigation and escalation becomes the focus.

Responsibilities extend to the completion of service requests to provide staff with the equipment and access to resources necessary to fulfil their roles.

On a daily basis you will also:

- Respond to support requests for technical assistance via phone, remotely and in person
- Log all interactions via the IT Service Management (ITSM) tool (ServiceNow) and follow due process through to final resolution
- Escalate issues to level 2 support where necessary
- Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
- Ensure all activities undertaken are aligned with industry standards (ITIL, ITSM), including addressing identified IT security requirements and codes of good practice
- Identify trends and areas for improvement in IT service support, related to incident management and request fulfilment processes, and escalate to appropriate manager
- Participate in Incident Reviews to identify opportunities for improvement in process and technology
- Seek customer feedback on your performance and take an active approach in attempting to continuously improve these results.

**About You**

You will bring an innate ability to communicate efficiently, and effectively with a range of internal and external stakeholders.

You will be passioned about helping people solve problems with technology and will deliver positive outcomes across the business.

You are driven to provide a high standard level of customer service and will continually be on the lookout for ways to innovate and improve.

It would be preferable if you also have:
At least 2 years’ experience in working with Microsoft Windows based environments and/ or proven experience with Microsoft Active Directory, Exchange Management console, SCCM, hardware configuration and installation, Mobile Device Management and ServiceNow.

**What’s on Offer**

We are offering an attractive salary from $ 74,228.96 to $81.746.38 **p.a. **plus Superannuation.

Further to the salary package, working at City of Parramatta offers excellent employee benefits such as a flexible working arrangement, including remote work and working from home, generous leave provisions, and access to a health and wellbeing program.

**Want to Know More?**

**How to Apply**- City of Parramatta Council acknowledges the Traditional Owners of the land and waters of Parramatta, the Dharug peoples. We also acknowledge the present Aboriginal and Torres Strait Islander people, who now reside within this area. _

**Previous applicants do not need to reapply.

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