About the company-
Our local council is looking for an experienced End User Service Support officer on contract basis in Melbourne. This role involves demonstrate expert knowledge and extensive industry experience in preparing the delivery of
IT services, ensuring effective management of service support and quality as measured by IT’s clients and customers.
About the role-
Qualifications & experience:
- Appropriate tertiary qualifications/ 5+ years of End User Support experience
- Certification in Information Technology Infrastructure Library (ITIL).
- Support the rollout, upgrade, and maintenance of Windows 11 across the organization.
- Resolve compatibility issues and optimize performance for business-critical applications.
- Provide guidance and training to users transitioning from legacy operating systems.
- Maintain accurate records of IT assets, including hardware lifecycle tracking and warranty status.
- Work closely with other IT teams, including infrastructure, security, and application support, to resolve complex issues.
- Escalate unresolved incidents to appropriate support tiers and follow through to resolution.
- Create and maintain support documentation, knowledge base articles, and user guides.
- Generate reports on ticket trends, resolution times, and user satisfaction metrics.
- Deliver support with a customer-first mindset, ensuring clear communication and timely follow-up.- Educate users on best practices and promote digital literacy across the organization.
- Proven experience in desktop support or end-user computing roles.
- Strong working knowledge of Windows 11 administration and troubleshooting.
- Hands-on experience with Microsoft Intune for device enrolment, policy management, and application deployment.
- Familiarity with Microsoft Autopilot, Entra ID (Azure AD), and endpoint security tools.
- Excellent problem-solving skills and ability to work independently or as part of a team.
- Strong communication and interpersonal skills, with a focus on customer service
- Experience with ITSM tools (e.g., Halo ITSM) and ticketing systems.
- Understanding of ITIL principles and service delivery frameworks is desirable.
