Service Desk Analyst

Council Jobs; Melbourne; On-site; AUD 85,000 - 96,000; Full time

Benefits offered by this job

Health & wellbeing program

Employee assistance program

Private health insurance benefits

Discounted gym membership

Job summary

Whitehorse City Council is seeking an IT Customer Service Specialist to deliver professional, friendly and responsive service desk support for end-user computing. You will advise customers, resolve incidents and maintain assets and documentation across desktop, mobile and applications.

Join a customer-focused IT team and contribute to continuous improvement while ensuring service levels are met. The role supports Windows, Microsoft 365 and enterprise devices in a dynamic council environment.

Qualifications

• Relevant tertiary IT qualification with ITIL cert or willingness to obtain.
• Knowledge of ICT trends related to end user computing support.
• Experience delivering 1st/2nd level desktop support for Windows, Microsoft 365, hardware and mobile devices.
• Experience installing and supporting desktop, laptop and peripheral tech in an enterprise setting.
• Ability to build relationships and solve problems with staff at all levels.

Responsibilities

• Deliver professional IT customer service and support across desk, mobile and apps.
• Provide guidance to customers and resolve incidents and service requests.
• Maintain assets and documentation for end-user computing environments.
• Support ongoing operation of the Council's IT services.

Skills

Customer service

First & second level support

Windows OS

Microsoft 365

Desktop hardware

Mobile devices

Business applications

Communication

Education

IT qualification (bachelor/undergraduate)

ITIL certification or willingness to obtain

Tools

Windows

Microsoft 365

Job description

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of and best respond to the evolving changes and needs of the community, the organisation is undertaking an exciting journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our organisation focus on:

• Excellent Customer Experience and Service Delivery
• Great Organisational Culture
• Innovation and Continuous Improvement
• Good Governance and Integrity

The role:

This position is to provide professional, friendly and responsive IT customer service delivery with a client and industry best practice focus. The position supports the organisation in the delivery and continuous improvement of Service Desk, desktop, mobile and application support services. Working in a customer focussed IT team, the role provides sound professional advice to customers, resolves technology incidents and service requests, maintains technology assets and documentation, and supports the effective operation of Council's end user computing environment.

About you:

• Relevant tertiary or undergraduate qualification in Information Technology or similar, including ITIL certification or willing to obtain certification.
• Knowledge of ICT trends, issues and opportunities particularly those related to desktop, mobile and end user computing support.
• Demonstrated ability to provide customer service and first and second level desktop support across Windows operating systems, Microsoft 365, desktop hardware, mobile devices and business applications while adhering to agreed service levels.
• Demonstrated experience installing, configuring and supporting desktop, laptop, mobile and peripheral technologies in an enterprise environment.
• The ability to build and maintain effective relationships including demonstrated experience and skills in liaison, negotiation and problem solving with staff at all levels.

In return, we will offer:

The ability to make a difference -Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions - a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering - Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Career opportunities - engaging work and the opportunity to apply your skills and experience.

Reward & Recognition -extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs.

• $85k - $96k + 12% Superannuation
• Permanent Full Time
• Based at our Civic Centre in Nunawading

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of and best respond to the evolving changes and needs of the community, the organisation is undertaking an exciting journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our organisation focus on:

• Excellent Customer Experience and Service Delivery
• Great Organisational Culture
• Innovation and Continuous Improvement
• Good Governance and Integrity
• Long Term Financial Sustainability

The role:

This position is to provide professional, friendly and responsive IT customer service delivery with a client and industry best practice focus. The position supports the organisation in the delivery and continuous improvement of Service Desk, desktop, mobile and application support services. Working in a customer focussed IT team, the role provides sound professional advice to customers, resolves technology incidents and service requests, maintains technology assets and documentation, and supports the effective operation of Council's end user computing environment.

About you:

• Relevant tertiary or undergraduate qualification in Information Technology or similar, including ITIL certification or willing to obtain certification.
• Knowledge of ICT trends, issues and opportunities particularly those related to desktop, mobile and end user computing support.
• Demonstrated ability to provide customer service and first and second level desktop support across Windows operating systems, Microsoft 365, desktop hardware, mobile devices and business applications while adhering to agreed service levels.
• Demonstrated experience installing, configuring and supporting desktop, laptop, mobile and peripheral technologies in an enterprise environment.
• The ability to build and maintain effective relationships including demonstrated experience and skills in liaison, negotiation and problem solving with staff at all levels.

In return, we will offer:

The ability to make a difference -Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions - a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering - Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Career opportunities - engaging work and the opportunity to apply your skills and experience.

Reward & Recognition -extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs.

City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.

Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne’s largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals!

At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:

• A welcoming and supportive working environment
• Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
• Extensive employee health and wellbeing programs including flexible working arrangements
• Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
• Competitive terms and conditions of employment
• Ample onsite parking at most facilities with ready access to public transport

#S-DNI

ABOUT US

The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities.

Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne’s largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals!

At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:

• A welcoming and supportive working environment
• Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
• Extensive employee health and wellbeing programs including flexible working arrangements
• Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
• Competitive terms and conditions of employment
• Ample onsite parking at most facilities with ready access to public transport

#S-DNI