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Technical Support Specialist

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Sydney, New South Wales, Australia beBeeService Full time $69,463 - $83,377
ICT Service Desk Role

We are seeking a highly skilled and motivated ICT Service Desk professional to join our team. This is a full-time, non-ongoing position with the possibility of ongoing.

About Us

As one of Sydney's most visited museums, we share our national maritime story across Australia and the world. We connect our visitors with the oceans and waterways that are the heartbeat of who we are.

We explore our past, present, and future as an island nation shaped by sea, offering a sustainable and cohesive vision for the future. Our museum welcomes over 2.5 million local, interstate, and international visitors annually.

Job Description

The ICT Service Desk role is pivotal in delivering high-quality, customer-focused technical support to ensure our ICT systems and users are supported efficiently and effectively.

  • First-Level Technical Support: Efficiently handle incoming requests via phone, email, or ticketing systems, logging incidents accurately, and resolving issues promptly within agreed service level agreements (SLAs).
  • Issue Resolution and Escalation: Respond to common IT queries, troubleshoot hardware, software, and network issues, and escalate complex incidents to higher-level support or third-party vendors as needed.
  • User Education and Support: Conduct initial problem assessments, provide clear guidance to end-users to prevent recurring issues, and promote self-service options where applicable.
Key Responsibilities

Maintain accurate records of incidents, service requests, and asset inventories, recommending process improvements to enhance service efficiency. Provide backup support for ICT audio-visual equipment and assist with the deployment, maintenance, and optimisation of ICT systems and infrastructure.

Requirements

The successful candidate will demonstrate their capacity against the following:

  • Experience with Service Desk support.
  • Basic IT knowledge including infrastructure management tools.
  • Excellent communication and customer service skills.
  • Independent problem-solving skills with the ability to resolve problems promptly and efficiently.
Benefits

This is a fantastic opportunity to work in a dynamic and supportive team environment. As a valued member of our team, you will have access to ongoing training and development opportunities.

How to Apply

To be considered for this role, please submit your application addressing each selection criterion and including your current resume.