IT Service Delivery Professional

2 weeks ago

Wollongong City Council, Australia beBeeCareer Full time $40,000 - $50,000
Desktop Support Engineer Job Summary

This role involves providing technical support to clinicians and executives across multiple hospital sites. As a Desktop Support Engineer, you will be responsible for maintaining BAU, clearing aged tickets, and delivering small but visible improvements before handover.

Key Responsibilities:

  • Own incidents and requests to SLA using ITIL practice for incident, problem, change, and knowledge management.
  • Build, configure, upgrade, and decommission Windows endpoints to SOE/MOE standards.
  • Administer Intune or MECM for enrollment, policy, and application deployment.
  • Support VIPs and senior leaders with calm, proactive communication.
  • Ensure printers, desktop telephony, and meeting rooms are running smoothly.
  • Maintain tidy tickets, accurate asset records, and short, reusable knowledge articles.
  • Assist with relocations and small rollouts while keeping BAU green.
  • Work safely in clinical areas and follow site access and security rules.

Success Metrics in Six Weeks:

  • P1/P2 SLA compliance back on target for your sites and the aged queue materially reduced.
  • Three to five concise knowledge articles published for repeat issues.
  • One contained improvement shipped (e.g., print queue clean-up, Intune compliance uplift for a device cohort, or a refreshed SOE app set for a ward).
  • Clear handover notes so the team can sustain momentum.

Requirements:

  • Senior desktop support experience in large or multi-site environments.
  • Strong Windows endpoint skills, SOE/MOE, and lifecycle management.
  • Hands-on Intune or MECM, plus AD/Entra ID and Microsoft 365 admin.
  • ServiceNow (or similar) with disciplined ticket and stakeholder comms.
  • Confidence with boardrooms/exec support, AV, and Teams Rooms.
  • Solid network basics (DNS, DHCP) and a current driver's license for site travel.
Benefits

The successful candidate will have the opportunity to work in a dynamic and fast-paced environment, with a strong focus on delivering excellent customer service and supporting the growth and development of our teams.

As a Desktop Support Engineer, you will have the chance to work closely with clinicians and executives, developing a deep understanding of their needs and priorities.

Our team is committed to continuous learning and professional development, with regular training and opportunities for growth and advancement.

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