ICT Service Desk Officer at City Of Parramatta in Parramatta, New South Wales, Australia | AUD87,851-96,771 | Kablio

Role

Description

sla management

knowledge base

itil compliance

tech support

service desk

change management

Ensure that all assigned tasks are completed within the agreed service level agreement and where this is not possible highlighting accordingly.
Assist in the development of knowledge base articles to assist both the ICT teams and the Customer in resolving ICT related incidents.
Always ensure compliance with the ITIL, ICT Change Management and Cyber Security principles.
Deliver a customer service orientated approach to providing support to the business for all initial technology related support including end user equipment and applications support.
Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate, escalate incidents as set out in relevant procedures,
Champion ICT change, by working with the Service Delivery and Business Implementation teams at the foundation of projects to ensure you can promote and support the customers through technology changes.

Requirements

itil

azure ad

exchange

sccm

intune

customer service

ITIL v3/4 foundations certification
Tertiary qualifications in computing or ICT or relevant industry experience
Strong Customer Service and outcome-oriented view
Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking.
Analytical approach to interpreting data and communicating insights.
Demonstrable experience with Azure Active Directory, Exchange Management console, SCCM, M365 including Intune, hardware configuration and installation, Mobile Device Management and ITSM management tools.
3+ years’ experience in customer support in a large ICT environment, with a proven track record of achieving objectives.

Benefits

A range of flexible work arrangements including hybrid WFH arrangements
Health and Wellbeing programs (Fitness Passport, Flu Shots)
Central Parramatta location (Public transport at our door, discounted parking)
Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave including 2 days health and wellbeing leave per year)
Access to Long Service Leave after 5 years
14 weeks paid parental leave
Learning and Development opportunities

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

criminal history records check required
pre‑employment medical check, including drug and alcohol test, required

Company

Overview

250K+ Residents

Residents Supported

Provides essential services including health, education, and infrastructure.

A key driver in urban transformation, shaping the future of Western Sydney.
Pioneering in the redevelopment of Parramatta’s CBD, creating a vibrant, accessible city for all.
Engaged in large-scale projects like the Parramatta Light Rail and the Western Sydney Airport.
Focuses on urban planning, transport solutions, and environmental sustainability.
The council's diverse portfolio spans from residential development to economic growth initiatives.
A hub for cultural events, public spaces, and the arts, fostering a lively community atmosphere.

Culture + Values

Committed to delivering excellent customer service.
Acts with integrity, transparency, and accountability.
Innovative and embraces new opportunities.
Works collaboratively and respects each other’s differences.
Values sustainability and protects the environment.
Inclusive and respectful of diverse communities.

Environment + Sustainability

2050 Target

Net Zero Emissions

Aim to achieve net zero emissions by 2050, focusing on reducing carbon footprint across operations and community initiatives.

Sustainability Action Plan to reduce carbon emissions and promote green infrastructure.
Focus on climate resilience, waste management, water conservation, and renewable energy solutions.
Reduction of carbon footprint in council operations and community programs.
Support for sustainable transport solutions, including walking and cycling infrastructure.
Ongoing commitment to improving energy efficiency in city buildings and facilities.

Inclusion & Diversity

Aiming for a diverse and inclusive workplace that reflects the community we serve.
Gender equality initiatives with clear targets for female representation in leadership roles.
Partnerships with local organizations to enhance support for underrepresented groups.
Annual gender diversity reports and progress tracking.
Ongoing training and awareness programs to promote inclusivity in the workplace.

Articles

Precinct Planning

Community Care with National Disability Insurance Scheme

City of Parramatta – Wikipedia

Role

Description

sla management

knowledge base

itil compliance

tech support

service desk

change management

Ensure that all assigned tasks are completed within the agreed service level agreement and where this is not possible highlighting accordingly.
Assist in the development of knowledge base articles to assist both the ICT teams and the Customer in resolving ICT related incidents.
Always ensure compliance with the ITIL, ICT Change Management and Cyber Security principles.
Deliver a customer service orientated approach to providing support to the business for all initial technology related support including end user equipment and applications support.
Accurately record customer/call details in the Service Desk portal with meaningful and appropriate commentary. Where appropriate, escalate incidents as set out in relevant procedures,
Champion ICT change, by working with the Service Delivery and Business Implementation teams at the foundation of projects to ensure you can promote and support the customers through technology changes.

Requirements

itil

azure ad

exchange

sccm

intune

customer service

ITIL v3/4 foundations certification
Tertiary qualifications in computing or ICT or relevant industry experience
Strong Customer Service and outcome-oriented view
Familiarity with aspects of Council infrastructure, including Azure Active Directory, Microsoft Exchange (M365), IIS, networking.
Analytical approach to interpreting data and communicating insights.
Demonstrable experience with Azure Active Directory, Exchange Management console, SCCM, M365 including Intune, hardware configuration and installation, Mobile Device Management and ITSM management tools.
3+ years’ experience in customer support in a large ICT environment, with a proven track record of achieving objectives.

Benefits

A range of flexible work arrangements including hybrid WFH arrangements
Health and Wellbeing programs (Fitness Passport, Flu Shots)
Central Parramatta location (Public transport at our door, discounted parking)
Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave including 2 days health and wellbeing leave per year)
Access to Long Service Leave after 5 years
14 weeks paid parental leave
Learning and Development opportunities

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

criminal history records check required
pre‑employment medical check, including drug and alcohol test, required

Company

Overview

250K+ Residents

Residents Supported

Provides essential services including health, education, and infrastructure.

A key driver in urban transformation, shaping the future of Western Sydney.
Pioneering in the redevelopment of Parramatta’s CBD, creating a vibrant, accessible city for all.
Engaged in large-scale projects like the Parramatta Light Rail and the Western Sydney Airport.
Focuses on urban planning, transport solutions, and environmental sustainability.
The council's diverse portfolio spans from residential development to economic growth initiatives.
A hub for cultural events, public spaces, and the arts, fostering a lively community atmosphere.

Culture + Values

Committed to delivering excellent customer service.
Acts with integrity, transparency, and accountability.
Innovative and embraces new opportunities.
Works collaboratively and respects each other’s differences.
Values sustainability and protects the environment.
Inclusive and respectful of diverse communities.

Environment + Sustainability

2050 Target

Net Zero Emissions

Aim to achieve net zero emissions by 2050, focusing on reducing carbon footprint across operations and community initiatives.

Sustainability Action Plan to reduce carbon emissions and promote green infrastructure.
Focus on climate resilience, waste management, water conservation, and renewable energy solutions.
Reduction of carbon footprint in council operations and community programs.
Support for sustainable transport solutions, including walking and cycling infrastructure.
Ongoing commitment to improving energy efficiency in city buildings and facilities.

Inclusion & Diversity

Aiming for a diverse and inclusive workplace that reflects the community we serve.
Gender equality initiatives with clear targets for female representation in leadership roles.
Partnerships with local organizations to enhance support for underrepresented groups.
Annual gender diversity reports and progress tracking.
Ongoing training and awareness programs to promote inclusivity in the workplace.

Articles

Precinct Planning

Community Care with National Disability Insurance Scheme

City of Parramatta – Wikipedia