Help Desk & It Support – Genesis It&t

• Permanent role
• Paying upto $110,000 per annum (for the right experience)
• Brisbane (Kangaroo Point)

Role Purpose:                        
The primary purpose of this role is to provide user support for key
Applications, including PeoplePoint, Procura, SharePoint 365 and Redmap, ensuring the highest levels of Applications support knowledge is maintained and managed to support superior customer service and business outcomes.
 
RESPONSIBILITIES

Technical Services

• Deliver technical support to users of various applications utilised by the organisation.
• Collaborate with the Operations and Application support team to detect and solve issues.
• Monitor and sustain the applications to guarantee optimal performance of all applications.
• Document all support activities and maintain accurate records.
• Coordinate with other teams to ensure successful integration and operation of all applications.
• Continuously evaluate and enhance the support process.
• Proactively share the above knowledge with relevant team members as required to support optimal customer service
• Provide quality support to the Digital Transformation team and outstanding customer service to the
• Conduct training sessions to educate users on proper usage of applications.
• Foster strong relationships with all stakeholders and promote a positive reputation for professional

Administration & Documentation

• Complete end user Incident support and Service Request tasks consistently and methodically to ensure Enterprise Applications are supported and maintained to industry-leading standards.
• Perform all Applications Support functions in accordance with the prescribed perimeters and tasks as defined in the organisation’s Policies.
• Effectively prioritise, troubleshoot and diagnose all risks and issues in line with industry
• Manage timely resolution and/or escalation of all issues, ensuring all works are completed in line expected
• Adhere to the company’s and Managed Service Provider Change Management processes in the conduct of all
• Proactively liaise with third party providers to ensure timely service and support outcomes for all Enterprise Applications work.
• Ensure accurate and timely entry of data and content (Service Desk Tickets & Service Orders).
• Proactively identify and provide recommendations to continually improve the company’s Enterprise
• Assist in project work (as directed by your manager/management team) at a level appropriate to skill
• Complete and update industry certifications and/or other relevant training as
• Ensure all Applications Support data, knowledge and processes are populated and proactively maintained and updated in the company’s wiki/knowledge base.

Communication & Teamwork

• Be flexible and responsive to meet the needs of all staff and the Digital Transformation
• Demonstrate a high standard of personal and professional behaviour consistent with values of Integrity, Respect, Empathy and Compassion.
• Establish links, collaborate and develop close working relationships with both internal and external
• Prioritise work to ensure that a timely and efficient service is provided and that deadlines are

Risk & Compliance

• Maintain confidentiality of information pertaining to clients, carers, employees and
• Actively participate in and contribute to workplace quality improvement
• Practice and comply with policies and
• Comply with all relevant legislation, regulations and professional 

KEY SELECTION CRITERIA Technical Services

• High level of customer service experience to internal and external
• Ability to be able to identify and resolve client issues in a timely and proactive
• Ability to provide consistent collaborative and high-quality support to the Digital Transformation
• Ability to provide outstanding customer service to the

Administration & Documentation

• Sound technical understanding and demonstrated success in desk-side enterprise systems and/or Service Desk
• Experience supporting Enterprise Applications as well as strong career aspirations in this
• Experience working in an ITIL aligned / highly compliance driven environment.
• Demonstrated ability to effectively manage competing priorities and workloads with a high degree of
• Demonstrated ability to take ownership of problems and work effectively to find
• Experience in a not-for-profit sector is highly
• Relevant tertiary and/or industry qualifications or equivalent
• Ability to work effectively with external vendors on enterprise applications resolution activities, maintenance and continuous improvement.

Communication & Teamwork

• Excellent communications skills including telephone manner
• Demonstrated high level verbal, written and interpersonal communication skills to communicate and work effectively with a broad range of people with varying skill level and experience.
• Demonstrated high level ability to facilitate and / or deliver information using a variety of methods to a variety of
• Be flexible and responsive to meet the requirements of the client/s, digital transformation team, and the operational demands of the service.
• Demonstrate a high standard of personal and professional behaviour consistent with values of Integrity, Respect, Empathy and Compassion.
• Ability to build positive working relationships and collaborate effectively with both internal and external
• Ability to prioritise work to ensure that a timely and efficient service is provided and that deadlines are

Risk & Compliance

• Demonstrated understanding of continuous quality
• Able to devise methods and processes to streamline IT operational

Physical activities associated with role:

• Daily review, support, troubleshooting, co-ordination, collaboration, prioritisation, escalation and resolution of Enterprise Applications issues and service requests as appropriate to ensure consistently strong technical and service outcomes in line with required timeframes and business priorities
• Communicating via telephone, email, video conferencing and in person
• Accessing and working within computer-based programs and databases
• Supervisory duties of other staff (if applicable)
• Project work, goal setting
• Problem solving activities
• Organising, attending and documenting meetings
• Speaking with and managing relationships with external customers, contractors, and clients
• Working off site as required

If you’re interested then please submit your resume by hitting the APPLY NOW button; or send your resume to our Team at Genesis: [email protected]