Help Desk & It Support – Infinite Consulting

Job Description

Work with a team that supports and manages a wide area network of offices in Canberra, Darwin, Thursday Island, and Lakes Entrance.  Delivering robust and reliable services and tools that support all offices requires a high level of commitment and dynamic personalities from the team members.

At the forefront of the team’s work is a refreshed ICT strategy which aims at upgrading the agencies platforms and implementing technology to drive business efficacies. Some core activities from this strategy include:

• Implementation of a modern Electronic Document Management Solution,
• Implementation of modern data web applications,
• Implementation of agile development standards, and
• Ensure data and information is treated and managed in a way that enables staff to progress the clients’ objectives and goals.

Duties:

• Responsible for day-to-day management, service desk team queues and work allocation to meet agreed service levels.
• Ensure that service delivery is tracked and monitored, metrics and reports are analysed, and issues are resolved on a timely manner.
• Draft and maintain policies, standards, and documentations for the service desk team functions.
• Ensure the catalogue of services is amended and kept up to date as per business requirements.
• Influence the strategic direction by completing allocated tasks and takes responsibility for the full range of customer service functions.
• Contribute to the development and implementation of organisational frameworks for complaints, service standards and operational agreements.
• Positively contribute to organisational change, effective communication, and continuous improvement.
• Work collaboratively as part of a high performing team/organisation, establishing and maintaining effective partnerships with key internal and/or external stakeholders to lead and deliver high quality business outcomes.

Requirements:

• Solid experience and expertise to be able to perform effectively as a Senior Service Desk Officer.
• Ability to work effectively and collaboratively within a small team in a busy and changing ICT environment and provide guidance and support to others within the team and training to staff where required.
• Experience in managing multiple tasks/requests with competing priorities and have effective decision-making capability.
• Excellent communication skills and a proven ability to build and maintain effective relationships both internally and externally with a diverse range of stakeholders.
• Ability to contribute effectively towards the outputs of a small ICT Service Desk team.
• Knowledge Management – ensuring knowledge articles are compiled and kept up to date.
• Incident Management – ensuring information is gathered and communications are sent out as per SLAs.

Skills Required:

• Qualifications and/or demonstrated experience in Information Communication Technologies with a strong focus on client service.
• Applicants must have at least 2- 4 years’ experience working in an ICT helpdesk environment.
• Strong documentation and compliance skills.
• Excellent troubleshooting skills, strong technical, and problem-solving skills.
• Intermediate technical support skills in the following technologies:
  • Windows 10 & 11 Operating Systems – Managing, monitoring, patching, and troubleshooting
  • Microsoft365 (M365) Suite of applications – Configuration and management
  • Active Directory on On-premises and Azure environment – Configuration and management
  • Firewall and Gateway Solutions – Administrative and maintenance tasks
  • Server and VM management – Administrative and maintenance tasks
  • Intune (Autopilot), SCCM and MS Teams – App packaging, SOE building and deployment

Desirable Skills:

• An understanding of the Information Technology Infrastructure Library (ITIL) framework.
• Active participation or interest to learn further in the following technologies:
  • Microsoft Teams, System Centre Configuration Manager (SCCM), and Intune
  • Azure Active Directory
  • Microsoft365 (M365) Suite of applications
  • Firewalls, Gateways, Windows Servers, and Virtual Machine management

If you meet these requirements and want to know more the time to apply is now. Contact Shakira on 02 6257 8888 or [email protected]