Desktop Support Officer

**Scotpac Business Finance**

**Desktop Support Officer Role**

**$73,000 - $80,000 per annum**

This role will be the ambassador for the IT Service Desk and be the first point of contact for resolving all issues/requests.
- Great company culture
- Work with a close knit team
- Challenging and rewarding role

**Our Purpose**

We are on a big journey at ScotPac pushing the boundaries of SME lending. We started our journey over 30 years ago with a very relationship focused approach to helping the SME market with their cashflow requirements. Customer relationships are part of our DNA.
We want to make it even easier for businesses to obtain the finances that they need to thrive and grow in today’s marketplace with disruptive experiences and products. Our purpose is to give business owners a better chance of success.

**Key Responsibility Areas**

**Level 1 IT Support**
- Provide 1st level support for all IT incidents and service requests
- Ensure that all requests and incidents are logged in the service management system, prioritised and classified appropriately.
- Respond to and action incident and service request tickets in a methodical and timely manner in accordance with SLAs
- Follow Scottish Pacific’s ITIL-aligned incident, problem and change management processes
- Complete regular daily/weekly/monthly checklists as required
- User account maintenance - creation, modification, termination, password resets.
- Display strong customer service standards by building and maintaining good relationships with stakeholders

**Level 2 IT Support**
- Administration of Active Directory, Office 365
- Monitoring and administration of backups
- Maintain and promote awareness of and compliance with information security policies and processes in all interactions
- Ensure documentation is kept up to date and regularly reviewed
- Engage external vendors for support and escalations where required
- Minimise downtime for all business systems

**Participate in IT Infrastructure & Comms projects/enhancements**
- As necessary and directed from the IT operations enhancement list
- Ad-hoc tasks as required by IT Support Team Leader, or other IT managers as required
- Assist in projects where required

**Management of IT operations registers (Asset/Backup etc)**
- Ensure accurate management of all IT registers.
- IT asset management.

**Experience you will bring**
- Bachelor Degree in related field
- Minimum 2 years in a similar role, ideally within the Finance sector
- Experience administering the following systems: Windows Active Directory, Office365, Azure as well as telephony system

**What We Bring**:

- An opportunity to gain valuable experience with guidance and mentorship from leading industry experts.
- We support all types of flexible working that allow you to balance your work, your life, and your passions.
- Wellness benefit centred around your physical, mental, financial, and social health including a $299 allowance to spend on your health each year.
- Birthday leave.
- Leave incentive policy.
- Mental Health Relief Day.
- Paid Parental Leave
- Collaborative and inclusive culture - everyone is friendly and happy to help.
- Support of ongoing professional development and professional certifications.
- Charity events with all donations doubled by the company + 2 days volunteer leave per annum.

**Job Types**: Full-time, Permanent

Pay: $70,000.00 - $80,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Sydney NSW 2000

Application Deadline: 13/11/2024
Expected Start Date: 11/11/2024