Technical IT Service Excellence Specialist

2 weeks ago

Canberra, ACT, Australia beBeeItsm Full time $40,000 - $60,000

About the Role

We are seeking a highly skilled professional to join our End User Services team as an IT Service Management Specialist. This individual will play a key role in ensuring our IT services align with the ITIL 4 framework, helping us meet performance measures, manage change effectively, and build a stronger knowledge base.

Your Responsibilities

  • Deliver responsive and friendly technical assistance to staff via phone, in-person, and remote channels.
  • Troubleshoot hardware, software, and access issues, ensuring a smooth and positive experience for every user.
  • Act as a key contributor to our collective success within the ITIL 4 framework.
  • Work closely with management and technical teams to support and ensure processes across all ITIL 4 practices.
  • Support the coordination and communication of changes impacting user-facing services.
  • Create and maintain clear, helpful knowledge articles that empower users and technical resources alike.
  • Ensure accurate tracking and lifecycle management of devices, contributing to strong asset governance.
  • Participate in reporting, service reviews, and continual improvement initiatives that lift the overall maturity and performance of IT services.

Requirements

  • Familiarity with the ITIL 4 framework and understanding of how structured service management improves outcomes.
  • Hands-on involvement in processes like incident, request, change, and asset management, and a strong interest in supporting broader ITIL practices across teams.
  • ITIL 4 Foundation certified (or equivalent understanding), with proficiency in using ITSM tools such as Ivanti or ServiceNow.
  • Advanced support across user-facing IT services, with strong hands-on experience supporting enterprise desktop and mobile platforms in an ITIL-aligned environment.
  • Demonstrated troubleshooting skills across technologies such as Windows 10/11, Microsoft 365, AV systems, laptops, mobile phones, and MFDs.
  • Able to explain technical concepts clearly to a non-technical audience and collaborate effectively with colleagues and stakeholders.

What We Offer

Our company is committed to creating a truly inclusive workplace, welcoming applications from people of diverse backgrounds, cultures, and abilities. We offer opportunities for personal and professional growth, collaboration, and community engagement.

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