ICT Service Desk Analyst — 9-Day Fortnight IT Support

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

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.