ICT Support Specialist
3 weeks ago
About the Role:
The ICT Customer Support Officer role involves providing front-line support to DevelopmentWA's staff and contractors across various locations.
This role provides support for deployment, use and maintenance of IT systems and also involves resolving or escalating incidents and service requests according to the agreed support model.
Key Responsibilities:
- Responding to incidents and service requests from staff and contractors using the DevelopmentWA ICT infrastructure and information systems
- Recording the details of all incidents and service requests, monitoring their progress ensuring accurate provision of information in communications to the originator and between all other parties and in for inclusion in reports to ICT management
- Provide first and second-line incident and problem management for users and desktop SOE issues
- Adhere to the end user ICT onboarding and offboarding process ensuring they remain current and effective and provide ongoing advice to incorporate efficiencies and improvements.
- Maintaining the register of applicable ICT assets throughout their lifecycle to facilitate providing accurate reports to ICT management and the Finance team when required
- Assisting in the design, development, deployment and maintenance of one or more desktop standard operating environments (SOEs)
- Assisting with evaluating, planning, executing, testing and implementing desktop hardware or software upgrades and voice communication technologies
- Aiding business users with operating the audio/ visual equipment and collaboration software, including Microsoft Teams installed in meeting rooms and general areas
- Assisting in the development, refining and documenting of knowledge, processes and procedures as they relate to the items listed.
About You:
- Proficiency in identifying and resolving non-technical issues for individuals using technology, prioritising service requests.
- Strong understanding of Windows operating systems, desktop software/hardware, and SOE deployments.
- Ability to work autonomously and collaboratively, demonstrating effective communication and interpersonal skills with a commitment to high-level customer service.
- Extensive knowledge and skills in operating and controlling IT infrastructure.
- Proven expertise in managing customer service functions.
- Expertise in processing and coordinating timely responses to incidents and service requests.
- Proficient in providing network maintenance and support services.
- Experience in an organisation with values and ethics similar to DevelopmentWA is highly desirable.
What We Offer:
- Flexible working arrangements, including hybrid work
- An organisation that is committed to sustainability, including a transition to net zero carbon emissions
- Brand new office fit-out in Mia Yellagonga Tower 2 (BDO building) with beautiful views of Kings Park
- Study Assistance and professional development opportunities
- End-of-trip facilities
- An active social club and paid volunteering opportunities
- An agile and progressive workplace culture built on our core values of Brilliance, Alliance, Courage and Integrity
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