Service Desk Analyst

4 weeks ago

Brisbane City, Australia Archdiocese of Brisbane Full time

Technology Solutions within Archdiocesan Services is a shared services department servicing the Catholic Archdiocese of Brisbane and Centacare, supporting approximately 5000 employees and 400 sites throughout Southeast Queensland.

This position is a Front Line client support role and entails triage and troubleshooting of support requests received from internal technology customers.  As part of the role you could expect to be participating in:

  • Face to face, remote support and site visits to resolve issues across a wide variety of technologies,
  • Participation in hardware deployment projects,
  • Troubleshooting network and infrastructure incidents,
  • Maintenance and development of knowledge base articles.

The successful candidates will also have the opportunity to interact and develop skills from other Technology Solutions functions, including:

  • Desktop Support,
  • Infrastructure,
  • Procurement,
  • Business Solutions,
  • Projects,
  • Leadership,
  • A collaborative team player with a positive, customer focused attitude is essential. 

INCUMBENT REQUIREMENTS:

Competencies:

  • Demonstrated experience supporting computer hardware,
  • Demonstrated knowledge of software programs in particular Microsoft, suite, such as Windows 10 and Microsoft 365,
  • Demonstrated understanding of LAN / WAN infrastructure,
  • Experience with front line customer service,
  • Demonstrated troubleshooting ability.

Desirable:

  • Understanding of Active Directory and client deployment tools would be highly regarded,
  • Experience with PowerShell or scripting highly regarded.

Knowledge / Qualifications:

  • Minimum Tertiary / Industry studies in Information Technology related disciplines (completed or in progress),
  • Current Australian Driver’s License.

Work Experience:

  • Demonstrated experience (ideally 6 months) in a computer hardware and software support role, or demonstrated knowledge of both computer hardware and software.

Personal Qualifications / Attributes / Traits / Capabilities:

  • A positive attitude and a desire to continually improve,
  • Excellent oral and communications skills,
  • Ability to build rapport with both internal and external customers,
  • Excellent troubleshooting skills,
  • Participate in the paid on-call roster,
  • Great customer service skills,
  • Ability to work autonomously and as part of a team,
  • Able to meet deadlines and prioritise workloads,
  • Behaviour compatible with values and teachings of the Church,
  • Blue Card or willing to obtain,
  • Criminal Police Check or willing to obtain.

To apply for this role please submit your cover letter and resume via the Apply For This Job button. Applicants must attach a cover letter to be considered, including the role for which you're applying for.

The Archdiocese of Brisbane has standards of conduct for workers to maintain a safe and healthy environment for children.  Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people (0 - 18 years) and/or vulnerable adults. 

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