Description:
Things We’ll Trust You With:
- Being an integral member of the Service Desk team, providing expert advice and assistance to Sutherland Shire Council employees ensuring effective and efficient services are maintained and exceptional support is provided.
- Providing proactive customer advice on the ever evolving environment and emerging technical opportunities and issues.
- Responding efficiently to all contacts in accordance with applicable Service Level Agreements and Key Performance Indicators.
- Supporting the efficient and effective operation of business data and applications, device management (physical and virtual) and related ICT infrastructure.
- Using your extensive technical capability, exceptional communication skills, as well as relationship and stakeholder management capability.
- Gaining respect at all levels through your professionalism, reliability and personal integrity
Things You’ll Do:
- Incorporate your extensive experience in ITIL, specifically for Service Management.
- Facilitate the ongoing development, design and integration of Council’s Information Management and Technology strategy.
- Deliver the best outcome for the customer within the determined IM&T risk tolerances.
- Provide support to our customer, ensuring prompt resolution of Incidents and Service Requests, either by resolving them yourself, with your extensive experience Level 1/2 technical support or through appropriate escalation to a higher level.
- Manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met.
- Identify opportunities for continuous improvement within our processes and procedures – you will help implement and drive productivity.
- Showcase Council’s values through all customer interactions – acting as a positive brand ambassador.
- Pride yourself on being a true team player – fostering an environment of collaboration.
- Service Desk Support Officer (Onboarding/Offboarding) - we have a role dedicated to ensuring our employees are giving the most efficient and seamless technical onboarding/offboarding experience. Be proactive in ensuring all new starters and exiting employees are transitioned in a timely and efficient manner. Be the key point of contact for new starters during their first few weeks providing technical support and guidance where required.
Things You’ll Be Proud Of:
- You will be able to think outside the box - providing innovative and creative solutions.
- Working for an organisation which has our community at the heart of all that we do.
- You will be proud of the positive impact you make for our people and Sutherland Shire community.