Service Desk Technician

About SBS

SBS is one of the most unique media organisations in the world today. A media network for all Australians, we have a strong mandate to support, celebrate and appreciate the diversity of Australia’s multicultural society. We are transforming ourselves into a cutting edge digital media organisation and leading the way in the delivery of world class content across multiple media platforms including on demand services, online, radio and free to air television

Our purpose, for the last 50 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.
- This role is classified as Level 1 (base salary $89,140 - $96,482, excluding super) under SBS Australia's current Enterprise Agreement. The successful applicant will be offered remuneration that is commensurate with their skills and experience_ and in alignment with this framework.

About the role

SBS is offering a rare and exciting opportunity to join the Service Desk Team based in our Melbourne Office which is home to over 140 staff at any one time. Ranging from TV and Audio broadcasters, to Sales, Admin and Technical teams, the diversity of staff in our office as well as the over 60 languages spoken, is uniquely SBS. We are seeking a customer-focused, resolution motivated Service Technician to join the Service Desk team in a role that will see you delivering customer service excellence to all staff in issue communication and resolution. You will be working with the team to ensure all Service levels and KPI’s for the Service Desk team are met.

You will be responsible for:
Â- Support a diverse computer fleet across both Microsoft Windows and Apple macOS environments, including hardware deployment/replacement, software upgrades, standard operating environment (SoE) re-imaging

Â- Perform basic system administration such as User Account Management, data security and recovery, system monitoring, printing environment control and operational checklist execution

Â- Regularly audit key shared Technology to ensure it’s functioning correctly. E,G. Meeting room equipment.

Â- Use ServiceNow Helpdesk platform effectively to log, track and resolve incidents and requests, and maintain accurate and up-to-date system and process documentation.

Â- Ensure compliance to SBS IT policies, Service Level Agreements, guidelines and standard procedures and protocols

Â- Liaise with Business Units to understand and respond to technology requests and incidents in a professional and timely manner

Service Standards
Â- Maintain quality standards and service level commitments according to business requirements and expectations

Â- Adherence to the SBS Incident Management process

Â- Strict handover management with all key stakeholders

Â- Ensure compliance with relevant statutory and security requirements

Change Management and Service Transformation
Â- Engage in process improvement initiatives across the team, with the view of increasing efficiency and customer satisfaction.

Â- Actively support team members to adapt to the changing needs of the business and encourage individuals to adopt new practices.

About you

The below attributes and experience will contribute to your success in the role:

- Windows 10 and 11 and Apple Mac OS experience ability to support these operating systems is essential
- Understanding of IT Service Management processes and methodologies including ITIL
- ITIL V3 Foundation Certificate is desirable however not essential
- Effectively manage competing priorities and meet deadlines
- Excellent analytical and problem solving skills
- Ability to develop and follow clear & concise documentation
- Excellent time management skills
- Excellent oral and written communication skills in both technical and non-technical language
- Broadcast experience is desirable however not essential
- An understanding of Network Infrastructure is desirable however not essential
- Driven and engaging personality, keen to grow both professionally and personally within the organisation

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

**Reasonable adjustments**

To find out more about reasonable adjustments, please view our short video here.

Job Description