Are you passionate about delivering outstanding customer service and supporting a vibrant community? Join our team at Burgmann Anglican School and kickstart your career in ICT.ABOUT USBurgmann Anglican School is a vibrant and inclusive community catering to students from Pre-Kindergarten to Year 12. With two beautiful campuses in Gungahlin and Forde, we are dedicated to providing a nurturing environment that fosters each child’s holistic growth, cultivating individuality and a strong sense of belonging.WHY BURGMANN?Competitive rates under the Independent Schools ACT (Support and Operational Staff) Multi-Enterprise Agreement 2021.Supportive and inclusive work environment.Free onsite parking at our campus locations.Income Protection Insurance to safeguard your income in the event of illness or injury.Priority entry into our School for your child/children, if applicable.At Burgmann Anglican School, we are committed to providing our staff with a comprehensive benefits package that supports your wellbeing and career development.POSITION OVERVIEWAs a Help Desk Officer, you will be responsible for troubleshooting basic ICT issues, responding to stakeholder inquiries, and escalating complex problems to higher-level team members when needed. This is a Level 1 ICT role, where you will support students, staff and families across various systems, ensuring a smooth handling of enquiries. Excellent customer service, communication and problem-solving skills are crucial for success in this position.KEY RESPONSIBILITIESTechnical Support: Provide first-level technical support to end-users via phone, email, or in-person, assisting with hardware, software, and network-related problems, including computers, printers, phones, and other devices.Issue Identification and Resolution: Diagnose and troubleshoot basic ICT problems, such as password resets, software installation, email configuration, and connectivity issues. Follow established procedures to resolve or escalate issues to Level 2 support where necessary.User Communication: Communicate effectively and professionally with end-users to gather information about the problem, guide them through troubleshooting steps, and provide timely updates on issue resolution progress.Documentation: Accurately document and maintain records of user inquiries, issues, and resolutions within the helpdesk ticketing system (Zendesk). This documentation helps create a knowledge base for future reference.Escalation: Identify issues that require specialised expertise or are beyond the scope of Level 1 support and escalate them to the relevant team member or leadership.Hardware and Software Setup: Assist with the setup and deployment of computer systems, software applications, apple devices and peripheral devices for new employees or as part of equipment upgrades.User Training: Provide basic training and guidance to end-users on using standard software applications, hardware devices, and ICT policies.Remote Support: Utilise remote access tools to aid off-site or remote users, resolving their technical issues without the need for physical presence.SELECTION CRITERIAStrong understanding of computer hardware, operating systems (Windows, macOS, etc.), office productivity software (Microsoft Office, Google Workspace, etc.), and common software applications. Familiarity with remote desktop tools and troubleshooting techniques.Excellent verbal and written communication skills to effectively interact with end-users and convey technical information in a clear and understandable manner.Exceptional customer service skills with the ability to remain patient, empathetic, and courteous while addressing user issues.Ability to logically analyse and diagnose technical issues, follow documented procedures, and think critically to provide effective solutions in a timely manner.Good organisational and time management skills to prioritise and handle multiple tasks.Willingness to collaborate with other team members, share knowledge, and seek assistance where needed.Maintain a professional demeanour, adhere to company policies and guidelines, and handle sensitive information with confidentiality.Certificate III or Diploma of Information Technology or equivalent experience in a relevant position.Current Working with Vulnerable People (ACT) card.YOUR OPPORTUNITY AWAITSIf you're ready to join a dynamic educational community, Burgmann Anglican School is the place for you.To apply for this position, please provide the following documents:Cover LetterCVThree professional refereesJoin our team and take the next step in your professional career. We look forward to welcoming you to Burgmann Anglican School!Burgmann Anglican School is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. AUD Gungahlin 2912