Executive IT Support – Technical Expert

6 months ago

Sydney, Australia Telstra Full time
Employment TypePermanent

Closing Date21 Sept 2023 11:59pm

Job TitleExecutive IT Support – Technical Expert

Job Summary

Job Description

Connect with Telstra
At every level, and in every business area, you'll have the opportunity to innovate and make a difference. 

At Telstra, you'll be trusted to deliver, empowered to achieve and developed to reach your full potential. We'll give you the tools and support to have ownership and accountability over your role.

Make a Difference
As part of Global Networks & Technology, you will manage our world-class network covering Australia and connecting businesses globally. Work with leading technology and change the way we do IT to meet our critical business needs.

Your work will expose you to innovative thinking, technologies, and global best practice. As we grow, you'll grow, and this will extend onto building your own valuable talents and skills here with us.

This is a technical role working within the Executive IT Support team within Global End User Services.

The Executive IT Support team is responsible for the support of the Telstra Executive Group providing them with a highly technical, high touch service relating to their IT and Telephony needs.


PLEASE NOTE: The role is based in Sydney and includes some flexible working opportunities. 

Additionally, whilst not mandatory for now, you must be eligible and agreeable to get an Australian Government Security Clearance in the future.

JOB SUMMARY

This role is a technical role working within the Executive IT support team within Global End User Services.  


The Executive IT Support team is responsible for the support to the Telstra Executive Group providing them with a highly technical, high touch service relating to their IT and Telephony needs.

Furthermore, you will hold the following responsibilities:

  • Provide complex technical advice, support, recommendations and customer consultancy on a range of platforms, devices, applications and computerised systems.
  • Deliver and/or develop technical training, updates & or briefings to staff to ensure understanding of process & procedures
  • Prepare and maintain technical process documentation to describe how platforms, devices, applications and computerised systems operate.
  • Creation of Knowledge Management articles in line with standard team processes.
  • Creation of Problem Management tickets in line with standard team processes.
  • Identify and deliver Service Improvements initiatives to reduce incident volumes, cycle time and cost to serve.
  • Participate in programs to ensure the successful integration of new products, services & or processes which may include software and hardware evaluation.
  • Contributes to the analysis of internal and external information sources to identify drivers and indicators of change.
  • Proactive engagement with Tech Bar / Kiosk team members to understand incident drivers and coaching of scalable solutions.
  • Contributes to setting team goals and success measures aligned to the strategy.    
  • Actively engages in idea generation and experimenting to identify opportunities for simplification and innovation.
  • Leverage available customer data and feedback to design work around customer needs.
  • Deliver on own responsibilities and agreed standards to build trust and contribute to a culture of accountability.    
  • Deliver initiatives with speed by ensuring the team adopts relevant methods and tools based on new ways of working.
  •  Actively seek clarity on customer needs and motivations. Implement solutions that address customer needs  and/or pain points to optimise customer value.
  • Participate and provide subject matter expertise within group wide working groups for the development of Service Improvements.


Key experience and expertise you would bring to the role would include:

  • Previous experience with Video Conferencing environments and technologies.
  • Proven experience supporting end user desktop applications and environments (preferably experience working in an Executive Support role or similar)
  • A solid track record of addressing customer needs and strong customer orientation – willing to go the extra mile to service their needs.
  • Experience in o365 suite in an Enterprise setting
  • Strong computer/technical skills Windows 10, iOS, Android, etc.
  • Advanced IT troubleshooting and multi-tasking skills
  • Keen sense of technical issue identification and complex problem solving
  • Aptitude in resolving issues with a customer-focused orientation.

Along with the above, we would also expect you to have / be: 

  • Confident communicating with executives 
  • At your best in high pressure and fast-paced environments 
  • Exceptional stakeholder management skills, with evidence of working effectively with executives.
  • Attention to detail with high level of planning and organisational skills.

Here’s what you can expect from us:

  • Flexible working
  • There when life happens. From Pandemic Leave to Compassionate Leave, we give you time to spend away from work when you need it most. 
  • Pay for performance. We recognise outstanding contributions through our generous incentive programs.  
  • Parental Leave. A competitive policy for both birth and adopting mothers and fathers so they can enjoy the special time with their new family. 
  • Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits towards degrees and master’s programs.  
  • Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.

INTERESTED?
If you believe that you are suited to this position, we would be very interested in hearing from you.


We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process. 

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