Service Delivery Support Specialist

**Job no**: 496705 **Work type**: Full time **Location**: Perth CBD, Inner & Western Suburbs **Categories**: IT **_Why Choose Amana Living?_** Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career. **Our Benefits** - Competitive rates - Salary packaging benefits up to $18,550 - School holidays childcare assistance - Continued superannuation contribution for employees who are on paid on unpaid parental leave - Health and wellbeing programs and more - Ongoing training and development to keep your skills growing. - Access to our Employee Assistance Program At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference **The Role** The _Service Delivery Specialist _contributes to Amana Living’s Vision, Mission, and Values. **KEY RESPONSIBILITIES**: - Manage a small IT Team of Service Delivery Support Officers - Manage and support the following Operational Services. - Mobile Phone Fleet - Ricoh Printer Management Fleet - "Manage Engine - On Boarding, Off Boarding, Training, Integration & Support (Service Desk Plus, Desktop Central)" - Knox Samsung Onboarding Mobiles - Intune - Clickshare, Projectors, TV's - Site Visits - 0365 Licensing - Asset Management - OS - Win 10 Enterprise / SOE - Microsoft MFA - Files & Content - OneDrive for Business, Stream, Sway for O365 Desktop & App Management - Intune, Windows Autopilot, Fine Tuned User Experience, Windows Analytics Device Health - GEO Blocker - Zoom - Application Whitelisting - Multi-factor authentication - Manage and Triage 1st and 2nd level incidents and requests as they occur, driving the resolution of problems over the longer term. Formulate and maintain agreed Service Level Agreements for third parties - Provide and maintain a consistent contact point for matters related to your assigned services, providing information and assistance internally and externally via Manage Engine - Service the transition of new staff as they are on-boarded or additional services are added or removed - Ensure transfer of knowledge to other staff to ensure systems are understood - Track and co-ordinate IT related issues and open ticket logs via Manage Engine as we work towards their resolution - Assist to oversee and facilitate the deployment of products aligned to area of remit - Work with partners and SMEs to ensure required input is injected into deployments - Act as the Incident Response Manager for all outages under the ITIL Framework - Participate in reviewing all changes, schedules, and impacts under the Change Advisory Board process - Maintain and Manage Amana Living Asset register for IT department. - Handle communication of outages and changes to staff and third parties - Assist in the development, monitoring, review, reporting and communication of IT risk management and in conjunction with Head of ICT action risks identified under area of remit. - In conjunction with Head of ICT assist with the development, monitoring, and review of the IT Policy Framework. - In conjunction with Head of ICT assist with IT Risk Register and action risks identified under area of remit. - In conjunction with Head of ICT assist with the IT Strategy and Roadmap for Amana - Manage the Service Delivery Budget **_ About you_** Previous experience in a similar IT support role/leading a small diverse team with demonstrated experience using PowerShell and scripting. **_ Essential Criteria:_** - Evidence of COVID-19 and Current Flu vaccinations per Amana Living policies - Ability to obtain a National Police Clearance (within 6-months validity) - Successful completion of pre-employment form and reference checks - Demonstrated knowledge and experience using Microsoft Intune - ITIL Qualified (v3 Foundations or Higher) and demonstrated experience working with ITIL processes - IT Degree (Computer Science) or IT related discipline - Microsoft Certifications (MCSE) - Demonstrated experience with Citrix and/or Terminal Services - Experience with IT risk and risk management frameworks - Experienc