Job Description
Provide timely and effective first and second level advice and support to clients by:
* Monitoring, receiving and responding to service desk requests.
* Logging, categorizing and prioritizing requests and incidents.
* Investigating and troubleshooting basic level faults.
* Escalating faults to other technical teams as appropriate.
* Aiming to meet and exceed required SLAs.
* Work efficiently and effectively when following agreed Service Desk processes.
Contribute to the administration and maintenance of IT systems
* Contributing to the maintenance of the business internal knowledge base by providing insight and analyse trends for service improvement.
* Creating and updating relevant documentation.
* Undertaking project involvement where possible and contribute to advancement of technology within Navitas.
Contribute to the professional standing of Navitas IT
* Developing and maintaining effective relationships with staff and third parties.
* Applying outstanding communication skills to provide excellent service.
* Dealing promptly and effectively with staff, other divisions and third parties on all information management and technology related matters.
* Willingly take on any other reasonable tasks and responsibilities that may arise.
Contributes to the maintenance of a safe working environment, within their area of operations, by:
* Maintaining local workplaces that are safe and without risk to health.
* Ensuring relevant occupational health and safety regulations are complied with at local workplaces.
Qualifications
Essential Qualifications
* Previous experience in an IT Technical Support role
* Diploma or equivalent in an IT-related field
* Experience with Windows 10/11, MacOS, iOS, Windows Server, Active Directory, Office 365, Exchange
* TCP/IP networking knowledge
* ITIL Foundation awareness
* Ability to resolve IT issues over the phone
* Experience with a ticket logging system
* Exceptional customer service and communication skills
* Ability to work well under pressure
* Quick Learner
Desirable Qualifications
* Experience with PowerShell scripting
* Experience with Jira Automation
What we can offer
* We offer careers across our global operations.
* We recognise and reward.
* We understand the importance of showing appreciation.
* We care for you. We offer a range of employee benefits, support to help you be your best, and flexibility, to help us all thrive.
* Navitas is where work has meaning. Our impact is far-reaching – we create lasting legacies for students and communities.
* Access to LinkedIn Learning for your development.
Diversity Equity and Inclusion
* At Navitas we promote and embrace an inclusive and diverse workforce. We believe equality, flexibility, and diversity deliver a rich collaborative environment. We strive to ensure that all our staff – no matter where they are from or who they are – feel safe, supported, and given opportunities to thrive.
* We encourage applications from candidates with disabilities, of all ages and genders, First Nations and Indigenous peoples, and people of diverse community groups.
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