IT Service Desk Support Officer

Things We’ll **Trust** You With:

- Being an integral member of the Service Desk team, providing expert advice and assistance to Sutherland Shire Council employees ensuring effective and efficient services are maintained and exceptional support is provided.
- Providing proactive customer advice on the ever evolving environment and emerging technical opportunities and issues.
- Responding efficiently to all contacts in accordance with applicable Service Level Agreements and Key Performance Indicators.
- Using your extensive technical capability, exceptional communication skills, as well as relationship and stakeholder management capability.
- Gaining respect at all levels through your professionalism, reliability and personal integrity

Things You’ll **Do**:

- Incorporate your extensive experience in ITIL, specifically for Service Management.
- Facilitate the ongoing development, design and integration of Council’s Information Management and Technology strategy.
- Deliver the best outcome for the customer within the determined IM&T risk tolerances.
- Provide support to our customer, ensuring prompt resolution of Incidents and Service Requests, either by resolving them yourself, with your extensive experience Level 1/2 technical support or through appropriate escalation to a higher level.
- Manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met.
- Identify opportunities for continuous improvement within our processes and procedures - you will help implement and drive productivity.
- Showcase Council’s values through all customer interactions - acting as a positive brand ambassador.
- Pride yourself on being a true team player - fostering an environment of collaboration.
- **Service Desk Support Officer (Onboarding/Offboarding)** - we have a role dedicated to ensuring our employees are giving the most efficient and seamless technical onboarding/offboarding experience. Be proactive in ensuring all new starters and exiting employees are transitioned in a timely and efficient manner. Be the key point of contact for new starters during their first few weeks providing technical support and guidance where required.

***Things You’ll **Be Proud** Of:

- You will be able to think outside the box - providing innovative and creative solutions.
- Working for an organisation which has our community at the heart of all that we do.
- You will be proud of the positive impact you make for our people and Sutherland Shire community.

The **Fine** Print:

- **Package**:$72,500 - $77,000 gross p.a. plus 10% superannuation
- **Hours of work**:Permanent Full-time, 35 hours per week, option of 19 day month (flexitime). Additional out of work hours including weekend and public holidays will be required as part of an on call roster.
- To benefit your wellbeing you will have access to LinkedIn Learning, fitness passport, corporate membership to our leisure centres, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Keen To **Learn** More?

**About Us**:
If you want to make a difference and be part of a challenging and rewarding working environment, then joining us just might be the right career move for you Join a passionate and dedicated team covering a diversity of services, industries and occupations.
- At Sutherland Shire Council we do more than serve our community - we are our community. Our energy can be seen in everything we do. From having a can-do attitude, to embracing change and opportunities, being people-centred and working together as one.