Current job vacancies - Senior ICT Support Officer

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About the position

We are seeking a personable ICT professional to join our IT team. Being the team lead for the level 1 & 2 ICT support team, you will:

• Provides operational leadership and guidance to team members to achieve quality outputs and work performance within agreed timescales and service standards.
• Manage the service desk ticket queue ensuring calls are assigned and processed to meet high quality service levels
• Provides feedback, support, and coaching to team members that enables individuals to learn and develop existing and new skills to improve accuracy, productivity and overall work standards.
• Provides tier 2 ICT support services to City of Wanneroo staff and stakeholders by answering Service Desk phone calls and addressing Service Desk request tickets in an ICT Support system.
• Research, recommend, test and implement new services and technologies.
• Create and maintain support documentation to assist City of Wanneroo staff and stakeholders.
• Maintain relevant registers, databases and systems, ensuring that information is accurate, securely stored and accessible.

This position may require you to work outside of normal business hours or be on call to support the delivery of service unit activities.

Senior ICT Support Officer Position Description

The following is a list of skills and experience required for the Senior ICT Support Officer position.

Qualifications, Requirements and Experience:

• Qualification in relevant discipline such as Information Technology or other relevant industry certifications equivalent experience.
• Experience in providing Microsoft Technical Support, such as Microsoft: Active Directory, Exchange, Azure, Office 365, Windows Operating Systems and products.
• Relevant experience in a similar role is required.
• Possess a valid (Class C) Western Australia driver's license.
• Advanced experience in the efficient utilisation of information systems and technology

Skills and Knowledge:

• Skilled in supervising the work of others, people management, providing technical assistance and support and motivating staff
• Intermediate computing, numeracy and literacy skills.
• Intermediate organisational skills with the ability to prioritise competing tasks and projects.
• Intermediate research and analysis skills.
• Advanced customer service skills.
• Advanced communication and problem-solving skills.
• Knowledge of the practical application of occupational health and safety measures in the workplace including hazard identification in an office environment.

The City of Wanneroo is a diverse and flexible environment that offers a range of career opportunities where you will have the opportunity to make a real difference to the local community and our people. Our vibrant and inclusive team is what makes the City an enjoyable and rewarding place to be.

We celebrate all diversity and strongly encourage Aboriginal and Torres Strait Islander people to consider working for a Local Government organisation that values who you are. Bring your skills, knowledge and commitment to a team that is welcoming and enthusiastic about you joining us!

If this position sounds like your next career step - then apply now. We look forward to receiving your cover letter (maximum 2 pages) and resume.

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Reference Number: 3008

Close date: Wednesday 4th Dec 2024 (9:00pm AWST)

For further information regarding the position visit the City of Wanneroo website or contact Paul King, Coordinator IT on (08) 9405 5302.

Applicants are encouraged to apply at their earliest convenience as the City reserves the right to interview suitable applicants prior to the closing date and may close this ad earlier for the right applicant.

Applicants may be required to undergo a medical assessment to determine their fitness to carry out the duties of this position.

All employees and prospective employees of the City of Wanneroo are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

To apply for this position, you must have the right to work in Australia and be willing to provide a National Police Clearance no older than 6 months.