Bayside Council

It Service Management Officer

• Join an organisation that cares about their employees and promotes a work/life balance
• Permanent full-time position, 35 hours per week. Enjoy a nine-day fortnight
• Shape the future of Bayside Council
• 5 days Office Based Role

Our Team

At Bayside Council, we are committed to a positive and supportive workplace culture, where our people and customers feel respected and valued. We are proud to serve our community through operating with transparency, integrity and in the best interests of the Bayside community to deliver exceptional service​

About the Role

The IT Service Management Officer works collaboratively as a member of a support team to assist with the provision of quality IT systems support to Council staff and other stakeholders. The role is responsible to receive, action and resolve IT service desk enquires within service level agreements.

About You

Within the area of responsibility, this role is required to:

• Log, prioritise and action IT service desk enquires as well as to provide helpdesk, first, second and potentially level 3 IT and offsite support to resolve customer service requests.
• Track service requests to ensure satisfactory customer outcomes in line with service level agreements.
• Set up / decommission physical security access as required to ensure compliance with Council security and policies.
• Liaise with other IT Service Units to escalate and ensure resolution of service requests and to support optimal performance of applications or network issues.
• Maintain relevant registers and documentation to ensure accurate asset lifecycle analysis and reporting, and to maintain systems integrity and security in line with Council direction, strategy, plans and IT policy requirements.
• Assist in the management of the day to day operation of production, development and test environments to contribute to successful implementation.
• Provide regular reports to requesting managers to assist to identify issues and progress status and to inform decision making.
• Work in collaboration and assist the team, manager and other key stakeholders to achieve business unit goals, work requests, demands and Council priorities.

Essential Criteria:

• Skilled in Microsoft products (Excel, Outlook etc)
• In depth knowledge of Microsoft 365 such as Teams, OneDrive and emails.
• Proven customer delivery skills.
• Great communication & interpersonal skills.
• 4+ years' experience in Service Delivery within a medium to large size organisation
• Experience troubleshooting networks and WIFI
• In depth experience with AD, DNS, DHCP, email, roaming profiles, TCP/IP
• Class C Driver’s Licence (NSW) is required to travel between sites (Council car provided)
• Availability to work a rotating roster and after hours when required to support the Council

Our Benefits and Culture

As an organisation, we pride ourselves in offering a flexible working environment centred on delivering great outcomes for our customers, whether internal or external. Bayside Council has a strong culture of collaboration and delivering exciting new initiatives for our community.

On top of the competitive salary, our people enjoy;

• 3 extra days off during Christmas each year
• 15 days sick leave each year
• 2 days health and wellbeing leave
• Gym membership discounts
• Additional parental leave entitlements for both parents

Apply Now

Before submitting your application, please take the time to read the job description 

Your application should include an up-to-date resume (max 3 pages) and a covering letter including your skills and experience (max 2 pages).

Deadline: Tuesday 12 November 2024

Enquiries: Contact Luciano Vieira @ luciano.vieira@bayside.nsw.gov.au

Apply: When submitting your application, please have as the subject heading: F24/727 IT Service Management Officer to recruitment@bayside.nsw.gov.au

Applicants may be required to satisfactorily undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

We are an equal opportunity employer committed to an equitable, diverse and socially inclusive work environment.