The Hills Shire Council

IT Service Desk Analyst

• Permanent Full-time role
• Learning and Development Opportunities
• Opportunity for Bonus payments
• Discounted Gym and Aquatic Centre membership

Re-Advertised – Previous Applicants need not apply

Could you be our next team member? We are looking for a rising star, who has a strong customer service focus and who can triage and troubleshoot a fast-paced service desk. You will be confident to managing job priorities and assist in streamlining the service desk processes to improve efficiency and continuous improvement.

Working with us:
At The Hills Shire Council, we live our values of Honesty, Integrity, Loyalty, Leadership and Safety through the work that we perform for the Community. We are committed to an inclusive, diverse and supportive workplace culture where our people and customers feel respected and valued. Council also prides itself on being a Child Safe Organisation that is committed to promoting the health, safety, welfare and wellbeing of children and young people in our community.

The role of our IT Service Desk Analyst includes:
• Delivering technical and corporate system assistance to our users, prioritising timely issue resolution to enhance user experience. Logging and addressing all calls and collaborating with the Team for problem-solving, keeping the IT Asset Register current, conducting system administration tasks for user account setup, and participating in asset procurement and deployment.
• Providing effective customer service by managing timely resolution of issues raised (both technical and corporate systems) & where appropriate escalate to designated specialist support area.
• Logging all issues raised by customers to the Service Management/Ticketing system and provide regular communications and updates to customers on the progress of tickets.
• Setup, configure and maintain user devices and accounts for on premise and remote access.

What we are seeking in our new team member:
1. Certificate IV or Diploma in Information Technology or similar
2. 3+ years’ experience at Service Desk or equivalent
3. Experience with ITIL / COBIT (other technology frameworks) would be advantageous.
4. Technical knowledge of hardware and software covering Microsoft solutions would be advantageous.
5. Strong organisational skills with the ability to prioritise work to meet set deadlines.
6. Demonstrate highly developed communication skills and an ability to articulate complex technical and operational issues with a wide range of stakeholders.
7. Class C Driver’s Licence (NSW)

Benefits of working with us:
Salary will be based on qualifications, expertise, experience and knowledge
Competitive rates up to $87K per annum plus Superannuation paid weekly, opportunity to earn a Performance Bonus (Up to 2% annual salary) + Organisational Bonus (up to $2K).
You will also have access to Learning & Development opportunities, Active Social Club, Additional Leave, Modern Offices, Aquatic and Fitness membership discounts, onsite undercover parking and an onsite Café.

Next steps:
Please review the Position Description available on Council’s Careers Page, Careers at Council and submit your application online by 5pm on 15 November 2024. As applications will be assessed upon receipt, early submission is encouraged, and you may be contacted prior to the closing date.

You can also request adjustments throughout the recruitment process. If you require any adjustments to be made or if you need any other assistance with submitting your application please feel free to contact the HR team at hr@thehills.nsw.gov.au.

People with disabilities, who meet the selection criteria, are encouraged to apply. If you require any reasonable adjustments to be made or if you need any other assistance with submitting your application, please feel free to contact the HR team at hr@thehills.nsw.gov.au
Offers of employment will be subject to following pre-employment checks: Psychometric Testing, Reference Checks, Identity Check, Medical checks (including Drug and Alcohol Screening), Working With Children (where applicable), and Criminal History. We assess applications on merit and suitability related to the inherent requirements of the position. Only people with the right to work in Australia may apply for this position.