Senior Service Desk Technician

Summary about this job

Detail information about job Senior Service Desk Technician. Terms and conditions vacancy

• Support! - Backing from an experienced & professional IT Team
• $$$! - Take advantage of great salary packaging benefits
• Enjoyment! - A varied, challenging and rewarding role

• Fixed term full-time role based in Rockhampton QLD
• Fantastic opportunity to play a vital role in assisting our growing organisation meet their ICT needs
• Provide 1st & 2nd level support as part of a service desk team to users across our entire organisation

LiveBetter Community Services are one of the largest regionally based providers of community services in Eastern Australia. We strive to enable the people of regional Australia to live their best lives.

We know that our staff are our greatest asset. So what can we offer you?

• Support! - Backing from an experienced & professional IT Team.
• $$$! - Take advantage of great salary packaging benefits.
• Satisfaction! - Utilise your high level technical skills to get us through this crucial growth phase.
• Enjoyment! - A varied, challenging and rewarding role making a difference in the day to day work lives of our staff, and in turn, our customers.

About the Role

The Senior Service Desk Technician acts as the experienced face of ICT to the entire organisation. This includes supporting desktop environments through hardware deployment, software deployment, troubleshooting, user support and user profile management. This position is responsible for creating and managing users within the network, as well as ensuring computing equipment is continuing to support our staff to do their best work. The role will involve travel, including overnight stays and participation in an on call out of hours roster.

You must have the right to live & work in Australia.

Some core responsibilities of the role include:

• Provide 1st and 2nd level support as part of a service desk team to users across the entire organisation.
• Escalate critical incidents to 3rd level ICT support staff as required, but keep the user informed until resolution.
• Be a source of IT expertise and assistance to all staff.
• Communicate clearly, take ownership of resolving issues and surpass our staff's expectations.
• Deploy new PCs, Laptops, mobiles, tablets and smart technology across the organisation.
• Deploy software to, and manage, windows 10 desktop environments.
• Maintain ICT documentation, including procedures, processes, testing, standards and asset registers.

What we need from you

We would love to hear from you if you are an experienced and motivated ICT professional who has a sound level of technical ability. You will need to be proactive and passionate about assisting to ensure the ICT needs of our organisation are met.

To convince us that you are the best person for the job, please tell us how you meet the following selection criteria:

• Demonstrated extensive knowledge and experience in a vast array of ICT applications/systems/processes that includes:
  • Office 365 productivity tools.
  • Microsoft solutions such as Configuration Manager for desktop management.
  • IOS and Android operating systems, including use of an MDM solution.
  • Remote desktop management tools.
  • Provision of support in a Windows 10 environment.
  • Managing user profiles within Active Directory.
  • Managing users accounts within Microsoft Exchange.
  • Deploying software and operating systems onto Windows-based PCs/Laptops.
  • Third party provider liaison.
• Previous experience in an ICT role providing 1st and 2nd level support in a service desk environment.
• Tertiary qualifications within the field of Information Technology.
• Demonstrated ability to manage own workload within a service desk environment as part of a high performing team.
• Ability to provide a high level of quality customer service in an empathic and efficient manner.
• High level written, verbal and interpersonal communication skills.
• Sound analytical skills with the ability to identify service improvements and provide solutions.
• C class driver's licence with ability and willingness to travel.

Desirable:

• ITIL Certification, with experience working within a high quality ITIL service management framework.
• Experience with JIRA and JIRA Service Desk.
• Experience managing users and endpoint devices within a modern VOIP system.
• Experience managing mobile devices via Microsoft Intune.
• Experience with Microsoft SharePoint Online.

You will also be required to obtain a QLD Blue Card, pass a criminal history check and pre employment health and wellness screening (including drug and alcohol screen.

To apply for this role you must provide as part of application process:

• A cover letter that addresses each of the above mentioned selection criteria; AND
• An up to date copy of your resume.

Applications that do not address the selection criteria will not be considered.

Closing date: Sunday 29 July 2018

Enquiries: Craig Tye - Chief Information Officer (02) 6391 2400

LiveBetter is a Smoke Free workplace