Ict Service Desk Officer

2 days ago

Sydney, New South Wales, Australia Parramatta City Council Full time

The City of Parramatta is going through unprecedented change and transformation as it becomes Sydney's Global City. The intensity of growth and investment in City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City's future and ensure it is culturally, socially, environmentally, and economically sustainable.

**About the role**

This role will be working on a 7-day rotating roster so flexibility to work on the weekends will be required. On a day-to-day basis your role will involve:

- Ensure that all assigned tasks are completed within the agreed service level agreement and where this is not possible highlighting accordingly.
- Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate, escalate incidents as set out in relevant procedures,
- Champion ICT change, by working with the Service Delivery and Business Implementation teams at the foundation of projects to ensure you can promote and support the customers through technology changes.
- Assist in the development of knowledge base articles to assist both the ICT teams and the Customer in resolving ICT related incidents.Always ensure compliance with the ITIL, ICT Change Management and Cyber Security principles.

**About You**
- 3+ years' experience in customer support in a large ICT environment, with a proven track record of achieving objectives.
- Demonstrable experience with Azure Active Directory, Exchange Management console, SCCM, M365 including Intune, hardware configuration and installation, Mobile Device Management and ITSM management tools.
- Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking.
- Tertiary qualifications in computing or ICT or relevant industry experience
- ITIL v3/4 foundations certification
- Strong Customer Service and outcome-oriented view
- Analytical approach to interpreting data and communicating insights.
- Understanding of cyber security principles and practices.Exceptional communication skills

**What's on offer
We are offering an attractive total remuneration from $85,293 to $93,952 plus 11.5% superannuation.

For weekends, you will receive a 25% shift penalty for Saturday and a 50% shift penalty for Sunday work.

In addition City of Parramatta also offer excellent employee benefits which include:

- A range of flexible work arrangements including hybrid WFH arrangements
- 14 weeks paid parental leave
- Access to Long Service Leave after 5 years
- Central Parramatta location (Public transport at our door, discounted parking)
- Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave including 2 days health and wellbeing leave per year)
- Learning and Development opportunitiesHealth and Wellbeing programs (Fitness Passport, Flu Shots)

**Want to know more?**

Further information regarding the requirements of this role can be found in the attached Position Description.

**How to apply**

Applications close 9pm, Sunday 8th December and will not be accepted through any other medium.

**Applications will be assessed and progressed as they are received **; there is no need to wait for the job closing date to apply

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