What makes Sunwater an exceptional workplace? We are dedicated to providing our employees with a dynamic and secure work atmosphere, accompanied by an array of attractive benefits including: Base salary starting from $86,391 12.75% superannuation Access to Banked Time and TOIL 17.5% leave loading Genuine emphasis on work/life balance Access to Sunwater's MyBenefits hosted by Reward Gateway The role Reporting to the Service Desk Manager, you will work closely with the Senior Support Administrator and Service Desk Manager to support the rest of the ICT group as required. Responsibilities will include: Serving as the first level of support for any information technology issues and problems for Sunwater staff Performing troubleshooting through diagnostic techniques and pertinent questions Providing assistance remotely by phone or in person while using the IT Service Management system (ITSM) to track incidents and tasks Helping manage the deployment, configuration and security of desktop and mobile computing devices and peripherals Assisting in creating and maintaining a knowledgebase of documentation for ICT issues and solutions Creating a positive customer support experience by ensuring the timely resolution or escalation of issues, communicating promptly on progress and handling customers with a professional attitude Proactively monitoring the performance of services against SLAs, recommending performance improvements and preparation of performance reports; About you We are looking for someone who is a highly motivated and customer focused technical professional with 1-2 years’ experience supporting enterprise users and has an interest in developing your career in IT. You will have a good working knowledge of Windows, Office applications, Office 365, Active Directory, and providing remote assistance. In addition, you will be able to demonstrate: ITIL v4 Foundation Certified or experience working in an ITIL environment Experience working in a Microsoft SCCM or Intune SOE environment Experience supporting Citrix and VPN users Previous experience with a ticketing system to manage work such as FreshService, Cherwell, ServiceNow etc. We strongly encourage applications from candidates who are seeking flexibility in their work arrangements. We understand the importance of work-life balance and value the diverse perspectives and experiences that individuals with flexible working needs bring to our team. Whether you are looking for part-time or other flexible arrangements, we are committed to exploring possibilities that accommodate your needs whilst ensuring successful outcomes for Sunwater. Please feel free to discuss your desired flexibility during the application process, and we will strive to create a mutually beneficial work arrangement. For further information visit www.sunwater.com.au Sunwater acknowledges Aboriginal and Torres Strait Islander peoples as the first peoples of this country and Traditional Custodians of the land and water we rely on. We respect and value their continued sacred connection to Country, including the diverse, rich traditions, languages and customs that are the longest living in the world. We acknowledge their resilience in the face of significant and ongoing historical, cultural, and political change within Australia. We recognise and value the importance of truth-telling today, and our role to listen and learn. Please note that our recruitment process involves verifying references, conducting psychometric testing, performing background checks, and conducting a pre-employment medical evaluation.