Rockdale, New South Wales
Description
- Full time permanent chance
- Friendly and people-oriented work environment
- Located in Rockdale close to public transport
About The Role
Supporting the ICT Systems Manager, the IT Service Desk Analyst (Level 1/2) plays a key role in delivering technical support to Bayside Council staff. The position is responsible for providing both first line and second-line support, ensuring a high level of customer service and timely resolution of IT-related issues. This role is vital to maintaining the operational efficiency, stability, and security of Bayside Council’s IT systems and services.
Key Responsibilities
- Technical Support: Provide prompt Level 1 and Level 2 support for hardware, software, network, and system-related issues via phone, email, remote access, and in-person.
- Issue Resolution: Troubleshoot and resolve a wide range of IT problems, including escalated incidents, and coordinate with senior IT staff or vendors where necessary.
- User Management: Assist with user account administration, including setup, modification, password resets, group management, and terminations in Active Directory and other systems.
- Systems Support: Provide intermediate support for Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) and Council’s core applications, ensuring services remain available and reliable.
- Network Support: Assist with basic to intermediate troubleshooting of networks, Wi-Fi, and connectivity issues, escalating to infrastructure teams where required.
- Documentation: Maintain accurate records of support requests, troubleshooting steps, and resolutions within the service desk system, while contributing to knowledge base articles and internal guides.
- Service Improvement: Identify and recommend opportunities to streamline support processes, improve customer experience, and increase efficiency.
- Collaboration: Work closely with the Operations and Infrastructure teams on projects, system upgrades, and service improvements.
- Asset Management: Track and maintain IT assets, including desktops, laptops, mobile devices, and software licensing.
- Security: Promote and endorse cyber security awareness, ensuring compliance with policies around system access, data protection, and confidentiality.
- Safety: Promote and support a safe working environment for yourself and colleagues.
About You – Skills And Qualifications
- Education: Relevant IT qualifications (or working towards them) are highly regarded.
- Experience: Previous experience in a Level 1 or 2 service desk, desktop support, or IT operations role is essential.
- Technical Skills: Strong working knowledge of Windows 11, Microsoft 365, Active Directory, DNS, DHCP, Exchange Online, and general networking principles.
- Customer Service: Proven ability to deliver a positive customer experience with excellent communication skills, including explaining technical issues to non-technical users.
- Problem-Solving: Solid troubleshooting and analytical skills, with the ability to prioritise and work effectively under pressure.
- Team Player: Ability to work collaboratively within a team and across departments.
- Documentation: Competent in maintaining technical and process documentation.
Essential Criteria
- In-depth experience with Microsoft products (Windows, Office 365, Outlook, Teams, OneDrive, Exchange Online).
- Strong troubleshooting skills in Active Directory, DNS, DHCP, and Wi-Fi networks.
- Minimum 4 years’ experience in IT service delivery within a medium-to-large organisation.
- Proven ability to manage escalated issues and follow through to resolution.
- Excellent communication and interpersonal skills with a customer-first mindset.
- Class C Driver’s Licence (NSW) with the ability to travel between Council sites (Council vehicle provided).
- Willingness to work on a rotating roster and provide after-hours support as required.
What We Offer
- A supportive and collaborative team environment.
- A nine-day fortnight work arrangement.
- Opportunities to gain exposure to a wide range of IT systems and projects.
- Career development and training opportunities.
We are an equal opportunity employer committed to an equitable, diverse and socially inclusive work environment.
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