Senior ICT Customer Support

at  City of Ballarat

• Permanent Position at the City of Ballarat
• Hybrid working environment (3 days in Ballarat office)
• Band 5 Salary range from $74,484 - $85,025 per annum, plus superannuation - Monthly RDO

QUALIFICATIONS AND EXPERIENCE

• Demonstrable experience in Service Desk, and in customer service to the extent that it relates to delivery of services.
• Demonstrated ability to support others to pre-determined outcomes.
• Demonstrable experience with hardware and software troubleshooting functions, including familiarity with using set procedures and policies to guide decision making.

• Provides proven senior technical experience and strategic insights to meet the IT needs of the City of Ballarat.
• Works in close coordination with the ICT teams to devise, plan, implement and manage a comprehensive, integrated, client service operation for the City of Ballarat.
• Undertaking the delivery of frontline technical support for the City of Ballarat.
• Update and document best practices and support procedures.
• Participate in technical research and development to enable continuing innovation and improvement within the current environment.
• Participate in the planning, design, development and implementation of policies and procedures to ensure system access that is consistent with council goals, industry best practices, and regulatory requirements.
• Completion of other tasks, such as report writing and general project assistance as required.
• Building on and maintaining a professional culture within the team, where individuals take ownership and are fastidious and proud of delivering excellence and quality.
• To act professionally when representing City of Ballarat at forums or events as required