ICT Support Specialist

2 days ago

Sydney, New South Wales, Australia beBeeCareer Full time $82,701 - $98,457
IT Service Desk Analyst Role Overview

This is a fantastic opportunity to join our ICT Customer Experience team as an IT Service Desk Analyst. As the first point of contact for ICT-related issues, you will play a critical role in ensuring high-quality technical support and a positive user experience for our staff.

We are responsible for delivering 28 key services to over 380,000 residents in Sydney, including childcare, waste collection, parks maintenance, libraries, community facilities, and aquatic centres. This role will provide front-line technical support and guidance for Council staff across systems and devices, using ITSM tools to manage incidents, service requests, and track IT assets.

  • Provide technical support and guidance for staff across systems and devices.
  • Use ITSM tools to manage incidents, service requests, and track IT assets.
  • Troubleshoot and resolve technical issues efficiently and accurately.
  • Document technical problems, solutions, and system performance data.
  • Support continuous improvement and keep up-to-date with emerging technologies.
  • Assist in planning and prioritising tickets to optimise ICT operations.
  • Deliver outstanding customer service aligned with Council standards.
Required Skills and Qualifications
  • Relevant tertiary qualification in ICT or a related discipline.
  • Demonstrated experience in a service desk or ICT support environment.
  • Proficiency in Microsoft 365, Windows 10/11, Citrix, and other enterprise systems.
  • Excellent customer service and communication skills.
  • Strong analytical and problem-solving abilities.
  • Familiarity with IT service management principles (e.g., ITIL).
  • C Class Driver's Licence.
  • ITIL certification or project management experience desirable.
What We Offer
  • Permanent full-time position in a progressive ICT environment.
  • Flexible work arrangements and Accrued Time Off program.
  • Supportive and collaborative team culture.
  • Opportunities for training and career development.
  • Access to Council's Health and Wellbeing Programs.

We are committed to providing a working environment that embraces and values diversity and inclusion.

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