About the Opportunity

We are currently seeking 3x Information Technology Help Centre Officers to join our IT Infrastructure and Operations team. This is an excellent opportunity to become part of a collaborative and customer-focused technology group, providing high-quality IT support and contributing to continuous service improvement across the organisation.

The ideal candidate will have experience managing a wide range of IT solutions, including web and email services, printing, mobile device management, audio-visual and meeting room technologies, IOT devices, and access management, ensuring a seamless end-user experience across the organisation.

You will operate in alignment with the ITIL framework, applying your expertise and knowledge ideally supported by relevant certifications from ITIL, Microsoft, or other recognised IT vendors.

Key Responsibilities

• Provide exceptional customer service and specialist technical support across all business units, including schools
• Monitor assigned support queues and accurately record and update all interactions (via phone, email, and web) in the IT Service Management tool
• Provide technical resolution support over phone, email and chat through investigation and diagnosis
• Assign records accurately to L2 and L3 resolver groups with comprehensive notes to support further investigations
• Liaise with internal and external teams as needed to resolve customer queries and ensure a positive experience with the broader technology group
• Actively contribute to the team and customer knowledge bases to support ongoing service improvement
• Drive continuous improvement initiatives to enhance the overall performance of the Help Centre and the customer experience

Qualifications, Accreditations & Experience

• 2+ years of experience in an IT Service Desk or related end user support role
• Experience with IT end-user and enterprise technologies, including web/email services, print, MDM, AV and meeting rooms, IOT, and IT security (access management and MFA).
• Strong and demonstrated skills in customer service and technical support
• Ability to adapt to ambiguity and complexity as it relates to technology and end user issues
• Ability to identify and prioritise job tasks as directed or required  to support business and technology priorities
• Excellent attention to detail, problem solving and analytical skills
• Excellent written and verbal communication skills

The Organisation

If you are currently employed by Catholic Schools Parramatta Diocese, please submit your application via our internal Careers Site on EmployeeConnect. We are excited to support you in the next step of your career

CSPD is committed to responding to the needs of all students. With over 5,000 employees located across 80 primary and secondary schools and office communities, our aim is to transform learning and unlock the full potential of each of our 43,500 students while enriching the professional lives of staff.

Child Safeguarding Statement

This position involves working with children. The appointment of successful applicants will be subject to satisfactory employment screening for child-related employment, including holding a cleared NSW Working with Children Check (WWCC) and compliance with CSPDs Safeguarding Procedures and Code of Conduct When Working With Children and Students. For more information regarding WWCCs, click here.

Diversity Statement

CSPD strongly encourages applications from Aboriginal and Torres Strait Islander peoples, as well as people from culturally and/or linguistically diverse backgrounds.