ICT Service Desk Analyst

Careers at Council; Sydney; On-site; AUD 80,000 - 91,000; Full time

Benefits offered by this job

Rostered Days Off (9-day fortnight)

Parental leave (18 weeks)

Team support and development

Continuous training and leadership dev

Job summary

The City of Canada Bay Council is recruiting an experienced ICT Service Desk Analyst to deliver first-line technical support across desktops, laptops, mobile devices, servers, networks and printers.

You will handle call routing, incident management and uphold best-practice customer service while contributing to projects under supervision. Roles include shifts at Drummoyne, Five Dock and local libraries.

Qualifications

• Tertiary IT qualification or equivalent corporate Service Desk experience.
• Customer service driven attitude and approach to resolving IT issues.
• Exceptional problem-solving and communication to non-technical users.

Responsibilities

• Provide first-line technical support to staff, Councillors, and customers across devices and applications.
• Manage incident/request/problem workflows, ensuring timely resolution and quality service.
• Assist with higher technical duties and projects under ICT Security and Operations Manager guidance.

Skills

Customer service

Problem solving

Communication

Willingness to learn

Driver's license

Education

Tertiary IT qualification

Tools

Windows 11

Microsoft 365

Intune

Entra ID/Active Directory

Endpoint hardware

Networking devices

Printing devices

AV equipment

VPN/Remote access

SCCM/MECM

Defender for Endpoint

SharePoint/Teams

PowerShell

Job description

• Be responsible for supporting Council's ICT systems
• Participate in Council’s 9-day fortnight scheme
• Continuous training, support, and leadership development

The City of Canada Bay is a thriving, colourful community, surrounded by the beautiful bays of Sydney Harbour. The area is also known for its parklands, cycle paths and walkways. City of Canada Bay Council’s values underpin how we operate: We act with integrity; We empower our people; We are respectful; We work together; We innovate.

About the role

The City of Canada Bay has an opportunity for an experienced ICT Service Desk Analyst to join our dynamic team. In this crucial role, you will be responsible for supporting Council's ICT systems through first-line technical support, effective problem solving and exemplifying best practice customer service.

Specifically, your duties will include:

• Providing first-line technical support and quality customer service to Council staff, Councillors customers for desktops, laptops, mobile devices, servers, networks, printers, AV equipment, applications and general technology.
• Attending to the ICT Service Desk applications and systems including call handling and incident/request/problem management.
• Under the guidance of the ICT Security and Operations Manager, undertaking higher technical duties and projects as required.

If you are someone who thrives in a changing environment and are committed to excellence in service delivery across multiple sites, then this is the role for you! This exciting opportunity includes working in the vibrant locations of Drummoyne, Five Dock and local libraries within the municipality to meet the dynamic needs of our services. Occasionally, your role will include working evening shifts to support Council Meetings and critical upgrade events as part of our operational schedule.

About the person

To be successful in this role, you will bring:

• Tertiary qualifications in IT combined or demonstrated experience working within a corporate, Service Desk environment.
• A customer service driven attitude and approach to resolving IT issues.
• Exceptional problem-solving skills to be able to identify issues and develop solutions.
• Well-developed communication skills to communicate technical information to a non-technical audience.
• Willingness to learn, grow and develop your technical skills.
• Maintain a current and valid Australian Driver’s License.
• Knowledge and experience of the following essential and desirable technical skills:

Providing technical support across Windows 11, Microsoft 365, Intune, Entra ID/Active Directory, endpoint hardware, mobile devices, networking devices, printing devices, audio-visual meeting rooms & equipment, and remote access/VPN

Supporting SCCM/MECM, Defender for Endpoint, SharePoint/Teams administration, and PowerShell

What’s on offer

We are offering remuneration from $79,533 to $91,463 annual salary plus super.

The City of Canada Bay also offers excellent employee benefits which include:

• Rostered Days Off (participation in a 9-day fortnight scheme)
• 18 weeks paid parental leave
• A supportive, energetic, and passionate team
• Significant leave benefits (sick/personal leave, access to Long Service leave after 5 years
• Continuous training, support, and leadership development
• Health and Wellbeing programs (Yoga classes, Fitness Passport, Flu vaccinations, Skin Cancer Checks)

Want to know more?

Further information regarding the requirements of this role can be found in the attached Position Description, alternatively for a confidential discussion please contact Jim Athan, ICT Security & Operations Manager, on 02 9911 6*** or email at *********@canadabay.nsw.gov.au

The City of Canada Bay Council is a Child Safe Organisation that recognises and advocates for the rights of Children and Young People and are committed to a Safe Workplace.

The City of Canada Bay Council is an Equal Employment Opportunity Employer committed to maintaining, growing and supporting a diverse, respectful, collaborative & inclusive workplace.

We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTIQA+, people with disabilities, and other diversity groups.

Formal offers of employment are subject to standard Council pre-employment checks including medical and other background checks.