ITS Service Support Consultant

Job Requisition ID: 39842 

Location: Canberra 

Business Unit: Enabling Areas

Offering Portfolio: ITS

• Whether you're looking for a new role in your current Business Unit, a different BU or a move interstate, Pathways—our internal mobility program—can provide the framework to support you 
• In-office role supporting our Partners and staff
• Fantastic opportunity for a current Deloitte Grad looking for their next opportunity

The ITS Service Centre provides elevated IT support services to our Deloitte partners and practitioners, whenever they have a technology question, issue or request. From assisting with break/fix issues and request fulfillment, the Service Centre team strives to get our colleagues back up and running as quickly as possible and with minimal disruption. 

What will your typical day look like?  

The ITS Service Centre Consultant is responsible for managing all incidents, service requests, & tasks escalated to the National Support queue. You will ensure the timely resolution of issues in alignment with agreed service level agreements & Key Performance Indicators while maintaining a strong focus on customer experience, technical accuracy, & continuous improvement. 

Key Duties 

• Manage & maintain software environments across Windows, macOS, iOS, & Office 365. 
• Coordinate IT onboarding for new employees, including provisioning & physical distribution of assets. 
• Ensure strict adherence to ISO 27001 protocols & contribute to continuous improvement efforts. 
• Perform service restoration & troubleshooting using Intune & other diagnostic tools. 
• Deliver high-quality technical support to all staff, including executives & VIPs. 
• Provide both hands-on & remote support for laptops, mobile devices, & conferencing. 
• Create, update, & maintain clear & user-friendly technical knowledge base articles. 
• Leverage Generative AI to enhance productivity, tasks, & contribute to IT projects & initiatives. 
• Maintain daily on-site presence to support the operational needs of the role. 

About the team

As part of a collaborative & inclusive team, you will deliver high-quality, hands-on IT support to Deloitte Australia's internal staff.  This role involves supporting a wide range of technologies, including firm-issued hardware & software, unified communications tools, mobile devices, & wireless network infrastructure. You'll play a key customer facing role in ensuring our people have the tools & support they need to work effectively & securely.

Enough about us, let's talk about you.

You bring proven experience in an in-person technical customer support, ideally backed by relevant industry certifications. You are a proactive, service-oriented professional who thrives in a dynamic environment and demonstrates: 

• Strong proficiency with Microsoft and Apple environments, including Windows 11, Office 365, and macOS. 
• Hands-on experience with ITIL-aligned Incident Management platforms such as ServiceNow. 
• Ability to diagnose and resolve mobile device issues, including MDM profile enrolments and configuration. 
• Flexibility and adaptability to meet evolving business needs, with a commitment to delivering exceptional customer service. 
• A growth mindset with a proactive approach to problem-solving and continuous learning. 
• Aligned with our values, you take pride in your work ethic and consistently hold yourself to high professional standards, including reliability and punctual attendance. 
• Professional conduct and effective communication skills, with a customer-first attitude in all interactions. 

Why consider internal opportunities? 

• To apply for an internal opportunity, you need to have worked with us on a permanent or fixed term basis for a minimum of one year
• Ensure you have a conversation with your Career Coach before applying to any internal opportunities
• You will also need a minimum rating of "On Track" in your most recent Year Ahead conversation.

To learn more about local mobility please refer to the 2.03 Local Mobility Policy on DAIS.

Recruitment Process 

If shortlisted, a member of the Talent Acquisition team will be in touch to conduct an initial phone screening. Following this, you may be progressed through behavioural-based interviews which may include a case study.

Next Steps

Sound like the sort of role for you? Apply now.

By applying for this job, you'll be assessed against the Deloitte Talent Standards. We've designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.