Officer ICT Support Services
Gympie Regional Council invites applications for an experienced IT support services professional to join our ICT Service Desk as a permanent Officer ICT Support Services. The role operates on a roster, providing support to approximately 650 internal and external customers between 6:00 am and 6:00 pm, Monday to Friday.
Key Responsibilities
* Provide first‐level phone support to Council users, troubleshooting software and hardware incidents via phone, remote desktop or site visits.
* Install, maintain and support Windows desktop operating systems, Microsoft Office 365 and related cloud services.
* Install and configure Apple iOS and Android mobile devices.
* Configure and manage Active Directory, Microsoft Exchange, Azure and other cloud services.
* Collect accurate ticket data, ensuring resolution and task completion are properly recorded.
* Deliver a high level of customer service, meeting SLA commitments and continuously improving support processes.
* Actively participate as a member of Council's ICT team and engage in continuous learning and training.
* Work within a rostered shift schedule covering 6:00 am – 6:00 pm, Monday to Friday.
Essential Knowledge & Skills
* Passion for technology and how it can contribute to team success.
* Empathy and patience while providing first‐level phone support.
* Experience with ITSM tools and methodologies such as ITIL and ServiceDeskPlus.
* Strong customer‐service orientation and effective communication skills.
* Commitment to accurate ticket data collection and SLA compliance.
* Team‐player attitude within the ICT service desk environment.
Essential Requirements
* Experience working with end‐user workstation environments and Microsoft Office 365.
* Experience configuring Apple iOS and Android mobile platforms.
* Experience with Active Directory, Microsoft Exchange, Azure and related cloud services.
* ITIL Foundation V3 or V4+.
* Minimum 1 year of ICT service delivery experience.
* Knowledge and experience supporting desktop hardware and software applications.
* Queensland 'C' Class driver's licence or above, current and maintained.
* Optional: Industry Certification in Microsoft Technologies.
Benefits
* Competitive annual salary commencing at $86,068 plus up to 14 % superannuation.
* Health & wellness programs.
* Salary sacrifice and salary packaging arrangements.
* Fortnightly RDO and nine‐day fortnight schedule.
* Access to employee health and well‐being programs.
* Fitness Passport: subsidised access to over 25 local gyms.
* Long service leave after seven years.
* Generous superannuation scheme of up to 14 %.
* Employee assistance program offering confidential counselling services.
Equal Opportunity Employer
Gympie Regional Council is proud to be an Equal Opportunity Employer, and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds.
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