Coordinator Ict Support Services

**Competitive annual salary commencing a**t $111,424 plu**s up to 13% superannuation**:

- **Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO.**

**About the Region**

**Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast. Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm. Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller townships, or our abundant local history. Our local festivals such as the Gympie Music Muster are renowned both nationally and internationally.**

**For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.**

**Coordinator ICT Support Services - 2 Years, Fixed Term**:
**Remuneration**:_A_**nnual salary commencing** at $111,424**, p**lus up to 13% superannuation**

**Closing Date**:Sunday 3rd November 2024** at 11.00pm AEST**

**What we are looking for**:
Council’s ICT Service Desk provides support to approximately 550 customers and is the single point of contact for all ICT users. As Coordinator ICT Support Services, this role is responsible for the coordination of ICT Service Support, ensuring incidents and requests are actioned according and addressed in a satisfactory manner. The Coordinator ICT Support Services is also responsible for the coordination of the ICT Service Desk staff, managing ICT assets, overseeing the change request process, managing the Service Desk procurement, allocation and disposal of ICT devices, and measuring performance of the ICT Service Desk team in a consistent, timely manner.

As the leader of the ICT Service Desk, you will work closely with the IT delivery teams to ensure that services are defined, tickets are managed appropriately, changes are registered, controlled and communicated, and Service Level Agreements are valued and met.

**Essential Knowledge & Skills**:

- Experience in a team leadership role, or relationship management.
- Extensive experience with ITSM tools and methodologies (e.g. ITIL and SIAM);
- Customer Service experience.
- Comprehensive experience working with and troubleshooting end-user workstation environments and Microsoft Office 365
- Experience working with and troubleshooting Windows Server environments
- Experience configuring devices using Apple iOS and Android mobile platforms
- Experience managing Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure, and related platforms
- Understanding of networks, network hardware, networking concepts (TCP/IP, VPN, Routing, DNS, VLANs) and the ability to troubleshoot a variety of networking issues.
- Experience with wireless systems including end-user devices, access-points & wireless controllers
- ITIL foundations V3 or V4+
- Queensland ‘C’ Class driver’s licence that is current and maintained.

**Essential Requirements**:

- Manage the day-to-day activities, development and performance of the Service Desk Team.
- Actively collaborate with customers, service owners, stakeholders, technical specialists and other teams to ensure tickets are resolved in an efficient and effective manner, and that services remain relative.
- Developing and providing solutions, guidance, and instructions to the Service Desk Team.
- Implement and own core ITSM functions such as request and access management, major incident management, change management, and process performance reporting.
- Act as the Change Manager and manage the CAB.
- Optimise the service management user experience including workflow development, self-service identification and improvements, and implementation of ITSM processes
- Work collaboratively with internal and external teams to ensure the successful end-to-end delivery of Service Management across Council systems and services
- Responsible for device and asset management across Windows, Android, and Apple devices.
- Maintenance and support of Audio-Visual technologies in meeting and training rooms.
- Act as a point of escalation for all operational support issues and concerns for the defined ICT service portfolio.
- Promote a collaborative team environment that fosters creativity, innovation, and knowledge capture/sharing.

**Who to Contact**

**What we offer?**
- Nine-day fortnight
- Access to employee health and well-being programs
- Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate
- Long service leave after seven years
- Generous superannuation scheme of up to 13 per cent
- Access to salary sacrificing and salary packaging arrangements
- Employee assistance program offering free confid