Step Fwd IT is a dynamic IT solutions provider committed to delivering innovative technology solutions to our clients. We are currently seeking a motivated and enthusiastic Service Desk Support Specialist to join our team at one of our managed K-12 schools in Ringwood.

We deliver our Maintain. Monitor. Discover framework by having accountability on display – visible to all, ownership with load sharing, where the client comes first.

As a Service Desk Engineer (Level 2/3), you will play a vital role in providing high-quality IT support across various areas, including classroom support, administration support, walk-up support, service desk triage, documentation, and escalation support. Reporting to the Step Fwd IT ICT Manager, you will be responsible for the performance of key metrics related to the service desk, documentation completion rate, Google Administration, and O365 administrative tasks.

Key Responsibilities:

Classroom Support: Provide timely IT support for teachers and students, ensuring smooth operation of classroom IT systems and equipment.
Admin Support: Offer high-quality support for administration staff, assisting with IT solutions in workstations, laptops, and offices.
Walk-up Support: Maintain an IT presence in the ICT office, providing fast and friendly support for staff and students.
Service Desk Triage: Review and allocate help desk incidents, monitor the helpdesk system, and set/reset ticket priorities.
Documentation: Keep IT documentation up to date, relevant, and user-friendly within IT Glue.
Escalation Support: Escalate tickets and tasks to higher levels or external support when required, and assist other team members with escalated tickets to ensure timely and effective resolution. Provide feedback to the ICT Manager on possible improvements when identified
Performance Metrics and Administrative Tasks: Manage key metrics related to the service desk, ensure documentation completion, and handle Google Administration and O365 administrative tasks.

Desired Skills & Experience:

Previous experience of working in the education sector
Proficiency in Windows Desktop and Office platforms.
Hands-on experience with Microsoft 365
Hands-on experience with Microsoft 365.
Strong understanding of Google Administration and O365 administrative tasks.
Excellent planning and delivery capabilities.
Exceptional time management skills.
Strong interpersonal and communication abilities.
Ability to thrive in a complex and challenging environment.
Willingness to go the extra mile to ensure customer satisfaction.

Attributes:

Customer First: Commitment to providing professional and customer-focused systems and support.
Supportive: Collaborative and positive attitude towards colleagues, students, and staff.
Grow & Learn: Willingness to continuously learn and stay updated with IT trends.
Spirituality: Promotes awareness of spirituality within the school community.
Belonging: Ensures everyone feels valued and included.
Perseverance: Demonstrates resilience in the face of challenges.
Compassion: Shows empathy and fosters a caring environment.
Stewardship: Practices responsible use of IT resources.
Justice: Upholds principles of fairness and respect.
Join our team and be part of a forward-thinking organization dedicated to delivering excellence in IT solutions to the education sector. Apply now to take your career to the next level with Step Fwd IT.

Step Fwd IT Pty Ltd

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