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February

Ict Service Desk Technician

Wenona School - North Sydney, NSW

Education, Childcare & Training
Source: uWorkin

JOB DESCRIPTION

(Permanent, Full-Time)

Wenona values professional services staff who demonstrate a positive and proactive approach to their work and have a willingness to participate fully in the life of the School. We look for enthusiastic, dedicated and capable staff who demonstrate initiative, good humour, and professional behaviour and support the values and aims of the School as a global learning community.

Overview of the ICT Service Desk Technician Role

Reporting directly to the Director of ICT, this position has primary responsibility for supporting ICT solutions across the School to meet the current and future educational and business objectives. As a key member of the ICT Department’s Service Team you will follow the Wenona Service Desk procedures and investigate and respond to requests for technical assistance in person, via phone and/or electronically in a timely manner.

The ICT Service Desk Technician will work closely with the ICT team including the ICT Service Desk Manager to ensure that Wenona’s community has a high level of service and support. With a customer focus and a genuine desire to help, the ICT Service Desk Technician will also provide basic training to staff on new and existing technologies and keep accurate logs of support requested and provided.

As with all professional services staff positions, this role is central to the operation of the School and supports student learning. All professional services staff have a firm commitment to their own professional learning. They support the values of the School and work together with the teaching staff to ensure the highest educational standards.

The ICT Service Desk Technician acts in a professional manner at all times, maintains an open and effective communication style and has a commitment to ensuring quality customer service and training that is delivered to the School community through regular improvement activities.

Key responsibilities

Indications that this job is being done successfully includes, but is not limited to:

  • Supplying technical support to Students, Staff, and other users across the Schools ICT platforms and systems
  • Investigating and responding to requests for technical assistance in person, via phone and/or electronically whilst triaging, managing, and resolving ICT tickets
  • Providing support for Desktops, Laptops, iPads, Peripherals and a range of BYO devices in use by the School Community
  • Software Packaging, Standard Operating Environment Image management and Lifecycle management for all devices
  • Assisting with Audio Visual equipment, such as Crestron and other associated Live Streaming technologies
  • Maintaining the register of assets, tagging new equipment, tracking stored equipment, releasing equipment to staff and retiring assets at end of life
  • Documenting processes and regularly creating or updating existing documentation
  • Remaining up to date with changes and updates to existing systems and having an interest in emerging technologies
  • Demonstrated ability to adapt and be flexible during high-pressure periods and to support the broader ICT team
  • Growing technical aptitude and a passion for continuous technical improvement
  • Troubleshooting networking (wired and wireless), printing and hardware issues

Education and Experience

  • Tertiary qualifications in IT or equivalent
  • Experience supporting Windows, MacOS, iOS devices
  • Customer service experience
  • Sound understanding of audio-visual systems, including projection technologies
  • Strong organisational skills, written and oral communication and presentation skills
  • NSW Working with Children Check

Personal Attributes

  • A desire to offer exceptional customer service experiences
  • A Self-Starter who can troubleshoot issues proactively
  • Keen interest in technology
  • Outstanding analytical and problem-solving skills
  • Demonstrate a passion for exploring and tinkering with innovative ideas and technology
  • Knowledge and experience of customer service best practice
  • Commit to a culture of continuous growth of skills and knowledge, both personally and as part of a team
  • Evidence of and commitment to continuing professional development
  • Ability to work with a wide range of stakeholders across the School community (parents, students and staff)
  • A sense of humour

Wenona is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion, sexual orientation or age.

General conditions of the role

  • Award & Classification: Independent Schools NSW (Support and Operational Staff) Multi Enterprise Agreement 2017. Clerical and Administrative Staff: The salary and conditions will be negotiated with the Principal depending on experience and qualifications.
  • Hours of work: Permanent, full-time Monday to Friday. Daily hours will generally be 8.00am – 4.00pm (including 30 mins unpaid lunch break)
  • Annual Leave: 4 weeks per annum. Annual leave should only be taken during the student holiday period. The School has mandatory closure over parts of the Christmas holidays and you will be expected to take this time as annual leave.
  • Reporting Line: All positions report to the Principal. The line manager for this position is the Director of ICT.
  • Professional Learning: You will be expected to attend and contribute to all staff professional development days and requirements as outlined in the School’s calendar.
  • Parking: There is no car parking provision for this role.

Application process

Applicants should apply below, sending full curriculum vitae, a cover letter, copies of qualifications and names of two referees. Applications should be addressed to Wenona Principal Dr Briony Scott.

Wenona School is a child safe environment. Our School actively promotes the safety and wellbeing of all students, and all School staff are committed to protecting students from abuse or harm, in accordance with their legal and ethical obligations including child safe standards. Wenona’s Code of Conduct is available on our website. The successful applicant for this position will be required to provide the school with a current Working with Children Check. (http://www.kids.nsw.gov.au/Working-with-children/New-Working-With-Children-Check/New-Working-with-Children-Check).

Closing date

3pm Wednesday 17 February 2021

North Sydney, NSW

Education, Childcare & Training




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