Support Specialist Role

2 weeks ago

Melbourne, Victoria, Australia beBeeITSpecialist Full time $60,000 - $90,000

Job Title: IT Support Specialist

Position Overview

The IT Support Specialist plays a vital role in delivering high-quality ICT support services to clients. This includes providing first- and second-level IT support to the judiciary and staff of various organizations.

Clients of the IT Support Desk include judges, registrars, members, and registry staff, as well as external clients who use the organization's e-applications.

Duties and Responsibilities

Deliver high-quality ICT support services to clients by:

  • Excellent communication skills, both written and verbal
  • Ability to understand and troubleshoot technical issues
  • Understanding of IT policies and procedures
  • Providing support via phone, remotely, and in-person

Incident/Service Request Management

Record all incidents/service requests/problems in the IT Service Management Tool, manage individual work queues, and assist in team queue management. Create knowledge base articles for use by staff and within IT.

Technical skills required to support clients working in a Microsoft environment on Windows 10 using MS Office 2016 suite. Deploy hardware, SOE, and approved software.

Teamwork and Leadership

Work effectively within a geographically dispersed IT Support team, contribute to achieving ICT delivery goals, establish and maintain relationships with each registry, and provide ongoing training and education to clients and colleagues.

Selection Criteria

Required skills and qualifications include:

  • Experience working with IT best practices based on ITIL, including the use of an ITIL-compliant ITSM tool (Ivanti Service Manager is desirable)
  • Proven analytical and problem-solving skills, including resolving issues with users working remotely out of the office
  • Ability to work autonomously and as a member of a geographically dispersed team, performing well under pressure and managing competing priorities
  • Knowledge and ability to support various technologies, including Microsoft Environment, O365 Administration, Networking Troubleshooting, and more

For further information, please contact us directly.

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