Technology Support Officer

Council Jobs; Randwick; On-site; AUD 90,000 - 104,000; Full time

Benefits offered by this job

12% Superannuation

Job summary

Randwick City Council is seeking a Technology Support Officer in Randwick, NSW. The role focuses on delivering efficient end-user support within an ITIL framework, resolving incidents and managing service requests to maintain a reliable technology environment.

As part of the Service Desk, you will deploy and maintain assets, document processes, and train staff to use technology effectively. This permanent full-time role offers a competitive salary with 12% superannuation.

Qualifications

• Knowledge of ITIL processes in service desk environments.
• Experience with ITSM tools and incident management.
• Ability to train users in technology usage.

Responsibilities

• Provide first point of contact and customer support for technology services.
• Triage incidents, service requests and escalate as needed.
• Record incidents and resolutions in the ITSM tool with clear communication.
• Deploy and maintain IT assets and keep asset records up to date.
• Develop operational documentation and end user guides.

Skills

ITIL processes

Service desk

End user computing

Networking concepts

Customer service

Training users

Tools

ITSM tools

Microsoft environment

Job description

Status: Permanent Full-Time (35 hours per week)

Salary: $90,038.93 to $103,544.77 per annum + 12% superannuation

Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Information Management & Technology department is seeking Technology Support Officer to join the team.

Purpose:

To provide efficient and effective technology end user support services with a focus on customer experience, ensuring that the technology environment is maintained and fit for purpose.

About the role:

As a member of the Service Desk team you will:

• Provide first point of contact and customer support services for any aspect of technology services.
• Utilising the ITIL framework achieve effective and timely resolution of all incidents, service requests, problems, and access control requests or triage and escalation of tickets to external vendors, other teams or departments as required
• Utilise the organisation’s IT Service Management tool to record all incidents, service requests and resolution actions, with an emphasis on timely and effective communication to customers.
• Deploy and maintain IT software and hardware assets to end users and ensure accurate records of asset usage are maintained in line with standards and work instructions.
• Develop and maintain operational documentation, including documentation of systems and processes for internal use and end user guides for staff use.
• Adhere to IMT Technical Change Management policies and procedures
• Understand the principles of security as they apply to your work.

About you:

• Knowledge of IT developed by working in Information Management or Information Technology areas in similar organisations to Council.
• Knowledge of Service Desk ITIL processes including incident, problem, service request, access and change management and the use of ITSM tools, supported by effective triage, knowledgebase and procedural documentation.
• Knowledge of end user computing systems based on a Microsoft environment including familiarity with hardware, productivity and application software and the ability to diagnose and resolve incidents and problems with software.
• Knowledge of networking concepts.
• Ability to liaising with internal areas of Council and external suppliers to achieve outcomes.
• Skilled in customer service including the ability to support users of varying technical skill
• Skilled communicator with an emphasis on training individuals and small groups in their use of technology.
• Ability to diagnose and resolve technical incidents and problems using problem solving skills.

Further information:

View the position description online or contact Brett Wilson, Coordinator Service Desk, on 02 9093 6***.