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Information Technology Support Officer

Information Technology Support Officer  Perth, Australia

The IT  Support Team is a national team supporting colleges in Sydney, Adelaide, Melbourne, Brisbane, Byron Bay, Perth, Darwin, and Tasmania. The IT  Support Officer is responsible for providing Level 1 and 2 technical support for all learning systems to staff, students, and educators. The role works as part of a national team and engages students, staff and teachers in person, over the phone and by email.

This is a divisional role, initially 12 months fix term, but likely to become permanent, based at our thriving SAE/ACAP campus at Roe Street Northbridge'

IT Service Desk  

  • Works with the national IT Support Team on a day-to-day basis  
  • Completes all Service Desk services within SLA response and resolver targets for students and staff. 
  • Assists with escalation to Navitas Group IT, External Vendors and divisional  Management where required. 
  • Assist management with escalated (P1/P2) support issues and takes ownership where necessary  
  • Agrees to provide adequate coverage during normal hours of operation across all operating areas within Australia and occasional extra hours during Open Day/ Events 
  • Responds to incidents & problems and alerts management as appropriate  

Provision of support and end-user services (Desktop, phone, software)  

  • Receives and responds to Service Desk/ telephone, email and in person requests for assistance 
  • Investigates and resolves hardware and software faults  
  • Tracks the progress of requests and liaises with users as necessary  
  • Installs new software and updates as required  
  • Diagnoses software and hardware faults  
  • Installs computer hardware/software when required  
  • Builds new teaching or staff computers to the Standard Operating Environment (SOE) for both Windows(InTune) and Mac devices (using JamF Pro) 
  • Follows established procedures to ensure compliance with all software license agreements  
  • Coordinates the repair or replacement of faulty equipment 

IT Service Desk performance, reporting and documentation  

  • Participate in continuous improvement initiatives and identifies areas to improve service quality and efficiency  
  • Comfortable to work autonomously/independently with access to remote colleagues and management in a national distributed model 
  • Produces end-user and other system documentation  
  • Develops team and customer-based procedures, information guides, work instructions and training related documentation 
  • Documents IT service processes as required in Confluence. 

Essential:

  • Experience in Service Desk Level 1/2 or Tech Support 
  • Demonstrated experience with MS-Office365, Active directory, Windows applications, as well as Google Workspace
  • Demonstrated experience in troubleshooting both Windows PCs (Desktop/laptops) and Macs
  • Demonstrated effective communication skills both verbal and written
  • Demonstrated ability to provide technical advice and support to clients 
  • Demonstrated problem solving skills and ability in handling difficult customer interactions over the phone, while maintaining high level of customer satisfaction.
  • Good time management skills and ability to work independently 
  • Demonstrated commitment to providing a high level of end-user service 
  • Demonstrated ability to problem-solve and exercise judgment whilst working independently, without close supervision

Desirable:

  • Highly desirable: experience /certification in Jamf Pro (e.g. Jam 100 or +)
  • ITIL Foundations certified or equivalent certification in customer service
  • Experience in scripting/automating tasks to reduce manual effort
  • Experience in the education sector delivering technology support services
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