ICT Service Desk Officer

3 days ago

Parramatta, Australia Parramatta City Council Full time

Job Description

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 position is responsible for delivering exceptional customer service to the business. As the first point of contact, you'll be responsible for looking after ICT related incidents and requests to support the daily operations of the organisation. Daily, you will triage and resolve incidents and focus on first call resolution with core business applications and end-user devices according to our standard SLA's. 

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:

  • Deliver a customer service orientated approach to providing support to the business for all initial technology related support including end user equipment and applications support. 
  • 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 

The successful candidate should have previous experience supporting a large Windows environment and bring:

  • 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 opportunities
  • Health 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. 

Alternatively for a confidential discussion please contact Ian Vong on ivong@cityofparramatta.nsw.gov.au

 

How to apply 

Candidates MUST apply online and attach a cover letter addressing the requirements of this role.

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

The successful candidate is required to be vaccinated (at least 2 doses of a TGA approved COVID-19 vaccine) in accordance with Council's vaccination policy. Candidates may submit a medical contraindication for Council's consideration.

This position requires the preferred candidate to undergo a Criminal History Records check. A criminal history does not necessarily disqualify a prospective candidate from selection. 

This position requires the preferred candidate to undertake a Pre-Employment Medical Check, which also includes a Drug and Alcohol test.

 

Inclusion, Diversity and belonging lies at the heart of how we recruit at the City of Parramatta. We continue to commit to creating a diverse and inclusive workplace and hire great people with a wide variety of skills, experiences, and backgrounds. We invite candidates of all ages, people with disability, Aboriginal and Torres Strait Islander Peoples, women, veterans, LGBTIQA+ and other culturally diverse groups.  We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

 

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights in Australia to apply for this position.

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