Service Desk Consultant

5 days ago

Footscray, Australia State Trustees Limited Full time

Footscray with flexible work from home/office arrangement
- Full Time, Ongoing
- 62K + Super
- Applications close 19 September 2024

About Us
We provide Victorians with financial and legal assistance during all stages of their life, including specialised services and products such as Will Writing, Powers of Attorney, Executor Services, Trustee Services, and Personal Financial Administration.
About the Role
As a Service Desk Consultant, you will be the first line of support for State Trustees employees, managing IT incidents and service requests. You'll play a vital role in ensuring the smooth operation of our IT systems, providing high-quality first and second-level support. Working in an established Service Delivery team, you'll be responsible for troubleshooting technical issues, performing installations, and supporting both hardware and software needs across the organization.
Role Requirements
- Serve as the first point of contact for IT support, addressing incidents, service requests, and inquiries.
- Provide first and second-level IT support, troubleshooting, and resolving issues in a timely manner.
- Perform installations, software upgrades, and mobile device support.
- Maintain strong relationships with internal teams and external vendors.
- Ensure adherence to ITIL-based service management processes, including Incident, Request, and Problem Management.
- Promote information security awareness across the organisation.

Skills & Experience
- Qualification in an IT or business-related discipline
- Demonstrated experience in 1st and 2nd level technical support in an ITIL Service Desk environment
- Exceptional customer service skills
- Demonstrated experience in supporting Microsoft Windows 10 and Office 365
- Understanding of Active Directory and administration processes
- Experience with Remote Access technologies (e.g. Citrix)
- Knowledge of Incident, Request and Problem Management processes, policies & procedures

Employee Benefits
- One-off work-from-home set up payment
- Career development
- Health and well-being programs
- Flexible working conditions
- Education assistance
- Purchased leave
- Employee assistance program
- Reward and recognition program
- Free Will preparation
- Retailer discounts
- Charitable workplace giving
- Employee social club

Our Culture
For our clients, our people and the Victorian community, we demonstrate Care, Unity, Passion - we are here, we work together, and we bring our best.
How to Apply
We are an Equal Employment Opportunity employer committed to fairness, diversity and respect. As such, we will respond to requests for reasonable adjustments from applicants with disabilities.

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