About the role

This Service Desk Analyst position reports directly to the Service Desk Team Leader. This role provides the opportunity to showcase your frontline support skills, by demonstrating your ability to be a customer champion, multi-task and communicate to people from all walks of life.  

This role provides first level support handling ICT incidents and Service Requests through a combination of hands on and remote approaches. A detailed knowledge of Microsoft Office, Office 365, Microsoft Windows 7 & 10, Azure AD, Intune and Microsoft Active Directory, Apple IOS, and Android is required for this role. Along with providing first level support to our customers our team is also part of multiple projects this year across new ways of working and continuously part of the branch’s projects working towards improvements of our technology. We manage uplifts to new hardware and peripherals for our customers and upkeep or repairs existing hardware and mobile devices. 

A close-knit bunch, the work we do not only benefits our internal customers but also more broadly our community.   
 
We take our values seriously - the care we show each other, and the pride we take in our work will develop you both personally and professionally. Making time to promote good culture and enjoy each other’s company by means of regular team building activities and taking a moment to laugh together. 

Minimum requirements of the role include:

• Current drivers C Class driver’s license
• Excellent telephone manner written and verbal communication skills
• Tertiary or Diploma qualifications and industry certifications in Information Technology (highly regarded)
• Ability to analyse and interpret data to improve processes
• Ability to update knowledge articles, flows and processes to reduce the teams overall time to resolution
• Ability to implement changes and maintain ITSM toolsets to improve service delivery
• Technical support and troubleshooting skills, with experience using remote desktop, call centre, and ITSM toolsets
• Detailed knowledge of Microsoft Office and Office 365, Microsoft Windows 7 &10, Azure AD, Intune and Microsoft Active Directory, Apple IOS, and Android
• Comprehensive foundations in the provisioning and support of desktops, laptops, mobiles, printers, and other peripheral

For more detailed information on the requirements of the role, please refer to the position description, by clicking  HERE. 

About you  

Sure, we're looking for an experienced and competent customer service and IT professional, but you'll also have excellent interpersonal skills and be a confident communicator who's able to skillfully manage conflicting priorities. We operate best as collaborative and service-oriented professionals who play a part in creating a dynamic and rewarding community focused environment.  

However, more important than experience, we're looking for someone with the following characteristics:  

• You're known for your ability to deliver effective and timely customer focused solutions in a fast moving, complex environment. 
• You can quickly build trust-based relationships with key stakeholders.  
• Solutions based thinker able to troubleshoot a variety of issues through your own knowledge and access to knowledge articles. 
• You value governance and following processes while providing a service to our customers 

Who we are

We’re a contemporary local government organisation entering an exciting new phase. We’re moving forward with purpose and fresh energy, with a focus on delivering exceptional services and value for money – with heart. We care about the community we serve and we care about each other. When you work with us, we want you to feel valued, and to understand your role and how your work contributes to the bigger picture.

The community we serve

The City of Logan is a proud, grassroots community, filled with mavericks, makers and innovators. Here, neighbourly love is strong; environmental and business values run deep; and culture, heritage and diversity is our DNA.  

What we offer

• Full-time hours worked over a 9-day (72.5hr) fortnight - that's an extra 22 days off each year!
• Stream A, Level 3.1 starting from $72k/ year plus superannuation
• Generous 12% superannuation contribution, after 12months of service (permanent staff only)
• Supportive culture that promotes a healthy work/ life balance
• Fitness Passport Program
• Ongoing learning and development opportunities
• Salary Packaging options
• Employee assistance program
• Free onsite parking
• On-Site coffee shop (located at the City Administration Centre in Logan Central)
• Active social club

Interested?

If you’d like some more information about the role contact our hiring manager, Kirra Robinson (Service Desk Team Leader) an email atKirraRobinson@logan.qld.gov.au.

To express your interest in this role, please forward your Resume and a Cover Letter outlining your relevant skills and experience in support of your application by the closing date of Friday, 9th June 2023. .

Thank you for considering joining the Logan City Council. We cannot wait to learn more about you! 

If you want to learn more about us visit: LinkedIn, Logan City Council Careers