Canterbury College is a high-performing, award-winning Anglican ELC to Year 12 school, serving the dynamic growth corridor of Logan, northern Gold Coast, the Scenic Rim and southern Brisbane. Canterbury was established in **** as an academic school in the grammar school tradition. There is an unrelenting focus on all-round development, with academics, sport, performing arts, character, service and leadership forming the core dimensions of a Canterbury education.
About the Role
The College is currently seeking a permanent, full-time, multi-talented Help Desk Officer to work in its busy on-campus IT Department. The successful applicant will be an integral part of a small, tight-knit, supportive and friendly IT team, playing a vital role in ensuring the smooth operation of the College's day-to-day activities through a blend of technical knowledge, customer service skills and proactive problem-solving abilities. This role is ideal for someone early in their career who enjoys customer interaction and providing high-quality technical support, working with staff and students to minimise learning time lost due to faults or errors.
Responsibilities
* Provide first-line technical support to users experiencing IT-related issues at the IT Helpdesk, via phone, ticketing system or in the field.
* Diagnose hardware, software, printing, phones including network problems and elevate issues as required.
* Assist the AV Coordinator with setting up AV gear for events and as requested by team members.
* Provide clear instructions and troubleshooting steps to empower users to resolve common issues independently.
* Assist the Helpdesk Coordinator in running the IT Helpdesk, maintaining documentation and the Asset Register.
* Maintain the Helpdesk system with up-to-date documentation of incidents, solutions and user interactions to ensure accurate records and facilitate knowledge sharing.
* Manage IT incidents and service requests by prioritising tasks based on urgency and impact.
* Deliver exceptional customer service by addressing user inquiries promptly, professionally and courteously, ensuring a positive user experience through timely assistance.
Key Selection Criteria
* Technical knowledge of computer hardware, software applications, operating systems (Windows OS, iOS, etc.) and network infrastructure, including knowledge of an O365 environment.
* Proficiency in troubleshooting common IT issues and resolving technical problems effectively.
* Excellent communication skills, both verbal and written, with the ability to convey technical concepts in a clear and understandable manner to end users.
* Exceptional customer service skills with a focus on delivering high-quality support and fostering positive user relationships.
* Demonstrated ability to collaborate with other team members, share knowledge and seek assistance when needed.
* Ability to adhere to company policies and guidelines and handle sensitive information with confidentiality and care.
* Ability to prioritise tasks, manage time efficiently and work under pressure in a fast-paced environment.
* Ability to work within a Prep-12 setting.
Essential Qualifications
* Hold a current Positive Notice working with children Blue Card or the ability to obtain one.
* Certificate III or Diploma of Information Technology or equivalent relevant experience.
* Experience working in an educational setting (highly regarded).
We are committed to creating a workplace that is inclusive and respectful. We welcome applications from people of all backgrounds, identities and experiences. Regardless of religious, gender, sexuality or cultural identity, you have a home at Canterbury. Canterbury College supports the rights of children and young people and is committed to the safety and wellbeing of students enrolled at the College. The successful applicant will be expected to adhere to the College's policies and procedures relevant to student care and protection.
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