ICT Support Services Officer

About the role

Gympie Regional Council is looking for an experienced IT support professional to join its ICT Service Desk as Officer ICT Support Services, on a full-time permanent basis. The desk supports about 650 internal and external customers and is the single point of contact for ICT users, covering software and hardware installation, help desk support, device configuration and audio-visual and remote-site support. The team works on a roster covering 6am to 6pm Monday to Friday, with one week of early starts and weeks of 8am to 5pm.

Key responsibilities

• Provide first-level phone support to Council users with patience and empathy.
• Install, maintain and support Windows desktop operating systems and software, and troubleshoot network, printing and hardware issues by phone, remote desktop or site visit.
• Collect and keep ticket data accurate and complete, including resolutions and tasks.
• Deliver high-quality customer service while meeting SLAs.
• Take part in the ICT team and commit to learning new technologies and training.

Required profile

• At least 1 year of experience in an ICT service delivery environment.
• Customer service experience.
• Experience troubleshooting end-user workstations and Microsoft Office 365, and configuring Apple iOS and Android devices.
• Current Queensland C class driver's licence or above.
• Advantage: industry certification in Microsoft technologies.

Required skills

• ITSM tools and methodologies such as ITIL and ServiceDeskPlus.
• Active Directory, Microsoft Exchange, Microsoft Office 365, Azure and other cloud services.
• ITIL foundations V3 or V4+.

What we offer

• Annual salary from $86,068 plus up to 15% superannuation.
• Nine-day fortnight, long service leave after seven years, and a fortnightly RDO.
• Health and well-being programs, fitness passport and employee assistance program.
• Salary sacrifice and salary packaging options.