Ict Service Desk Technician

**(Permanent, Full-Time)**:
Wenona values professional services staff who demonstrate a positive and proactive approach to their work and have a willingness to participate fully in the life of the School. We look for enthusiastic, dedicated and capable staff who demonstrate initiative, good humour, and professional behaviour and support the values and aims of the School as a global learning community.

**Overview of the ICT Service Desk Technician Role**:
Reporting to the ICT Service Desk Manager, this position has primary responsibility for supporting ICT solutions across the School to meet the current and future educational and business objectives. As a key member of the ICT Service Desk Team you will follow the Wenona Service Desk procedures and investigate and respond to requests for technical assistance in person, via phone and/or electronically in a timely manner.

The ICT Service Desk Technician will work closely with the ICT team including the ICT Service Desk Manager to ensure that Wenona's community has a high level of service and support. With a customer focus and a genuine desire to help, the ICT Service Desk Technician will also provide basic training to staff on new and existing technologies and keep accurate logs of support requested and provided.

As with all professional services staff positions, this role is central to the operation of the School and supports student learning. All professional services staff have a firm commitment to their own professional learning. They support the values of the School and work together with the teaching staff to ensure the highest educational standards.

The ICT Service Desk Technician acts in a professional manner at all times, maintains an open and effective communication style and has a commitment to ensuring quality customer service and training that is delivered to the School community through regular improvement activities.

**Key responsibilities**:
Indications that this job is being done successfully includes, but is not limited to:

- Providing technical support to Students, Staff, and other users across the Schools ICT platforms and systems.
- Investigating and responding to requests for technical assistance in person, via phone and/or electronically whilst triaging, managing, and resolving ICT tickets.
- Providing support for Desktops, Laptops, iPads, Peripherals and a range of BYO devices in use by the School Community.
- Software Packaging, Standard Operating Environment Image management and Lifecycle management for all devices.
- Assisting with Audio Visual equipment, such as Crestron and other associated Live Streaming technologies.
- Maintaining the register of assets, tagging new equipment, tracking stored equipment, releasing equipment to staff and retiring assets at end of life.
- Documenting processes and regularly creating or updating existing documentation.
- Remaining up to date with changes and updates to existing systems and having an interest in emerging technologies.
- Demonstrated ability to adapt and be flexible during high-pressure periods and to support the broader ICT team.
- Growing technical aptitude and a passion for continuous technical improvement
- Troubleshooting networking (wired and wireless), printing and hardware issues.

**Education and Experience**:

- Tertiary qualifications in IT or equivalent experience.
- Experience supporting Windows, MacOS, iOS devices.
- Customer service experience.
- Sound understanding of audio-visual systems, including projection technologies.
- Strong organisational skills, written and oral communication and presentation skills.
- NSW Working with Children Check.

**Personal Attributes**:

- A desire to offer exceptional customer service experiences.
- A Self-Starter who can troubleshoot issues proactively.
- Keen interest in technology.
- Outstanding analytical and problem-solving skills.
- Demonstrate a passion for exploring and tinkering with innovative ideas and technology.
- Knowledge and experience of customer service best practice.
- Commit to a culture of continuous growth of skills and knowledge, both personally and as part of a team.
- Evidence of and commitment to continuing professional development.
- Ability to work with a wide range of stakeholders across the School community (parents, students and staff).
- A sense of humour.

**General conditions of the role**:

- **Award & Classification**: Independent Schools NSW (Support and Operational Staff) Multi Enterprise Agreement 2021. Clerical and Administrative Staff: The salary and conditions will be negotiated with the Principal depending on experience and qualifications.
- **Hours of work**: Full-time Monday to Friday. Daily hours will generally be 8.00am - 4.00pm (including 30 mins unpaid lunch break)
- **Annual Leave**: 4 weeks per annum. Annual leave should only be taken during the student holiday period. The School has mandatory closure over parts of the Christmas holidays and you will be expected to take this time