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ICT Support Services Coordinator
1 month ago
We are seeking a highly skilled and experienced ICT Support Services Coordinator to join our team. As a key member of our IT department, you will be responsible for providing technical support and guidance to our staff and customers.
Key Responsibilities- Manage the day-to-day activities, development, and performance of the Service Desk Team.
- Actively collaborate with customers, service owners, stakeholders, technical specialists, and other teams to ensure tickets are resolved in an efficient and effective manner.
- Develop and provide solutions, guidance, and instructions to the Service Desk Team.
- Implement and own core ITSM functions such as request and access management, major incident management, change management, and process performance reporting.
- Act as the Change Manager and manage the CAB.
- Optimize the service management user experience, including workflow development, self-service identification, and improvements, and implementation of ITSM processes.
- Work collaboratively with internal and external teams to ensure the successful end-to-end delivery of Service Management across Council systems and services.
- Responsible for device and asset management across Windows, Android, and Apple devices.
- Maintenance and support of Audio-Visual technologies in meeting and training rooms.
- Act as a point of escalation for all operational support issues and concerns for the defined ICT service portfolio.
- Experience in a team leadership role or relationship management.
- Extensive experience with ITSM tools and methodologies (e.g. ITIL and SIAM).
- Customer Service experience.
- Comprehensive experience working with and troubleshooting end-user workstation environments and Microsoft Office 365.
- Experience working with and troubleshooting Windows Server environments.
- Experience configuring devices using Apple iOS and Android mobile platforms.
- Experience managing Active Directory, Microsoft Exchange, and cloud services such as Microsoft Office 365, Azure, and related platforms.
- Understanding of networks, network hardware, networking concepts (TCP/IP, VPN, Routing, DNS, VLANs), and the ability to troubleshoot a variety of networking issues.
- Experience with wireless systems, including end-user devices, access-points, and wireless controllers.
- ITIL foundations V3 or V4+.
- Queensland 'C' Class driver's licence that is current and maintained.
- Nine-day fortnight.
- Access to employee health and well-being programs.
- Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate.
- Long service leave after seven years.
- Generous superannuation scheme of up to 13 percent.
- Access to salary sacrificing and salary packaging arrangements.
- Employee assistance program offering free confidential counselling services for employees and their families.
- Accountability.
- Communication.
- Customer Service.
- Focused.
- Integrity.
- Teamwork and Collaboration.
We are an equal opportunity employer and welcome applications from diverse social, cultural, and gender backgrounds. We invite all suitably qualified applicants to apply.
