Service and Support Representative

Wesley Mission Queensland (WMQ) is an innovative and responsive not-for-profit community service provider, with more than 70 locations throughout South East Queensland. We support more than 100,000 Queenslanders every year with aged care, disability and mental health services, youth and family programs, palliative care and emergency relief. With over 100 years' experience in caring for our community, Wesley Mission Queensland has a history steeped in hope, respect, compassion, empowerment, innovation, justice and integrity. To learn more about our organisation, please see www.wmq.org.au & https://www.youtube.com/user/wmbmedia.

The Service and Support Representative is the primary point of contact into the Business Solutions Group (BSG). The role is responsible for providing end user support and service for technology solutions for the customers of the organisation. This will be done in accordance with the organisational strategic plan and the information management strategy whilst adhering to any and all relevant Organisational policies and associated processes. The role will also provide support after-hours to its customers.

Information Technology

1. Providing support across the organisation (this may be in person, online or over the phone)
2. Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) , meeting or exceeding end-user requirements and expectations
3. Log all service desk interactions and document Incident and Service Request resolutions within the BSG Ticket Management System, in line with service management principles
4. Identify and effectively prioritise all Incidents and Service Requests requiring urgent attention
5. Ensure Incidents and Service Requests are managed effectively; ensuring information is captured in the BSG Ticket Management System for future reference and analysis, in line with service management principles
6. Liaise with BSG internal support teams and external service providers, as required to resolve Incidents and complete Service Requests
7. Provide training and assistance to end-users (1 on 1, groups in person or remote via phone/video conference)
8. Monitoring and maintaining information systems
9. Securely maintain the BSG Operational and physical environments in line with Wesley Mission's security policies, standards and work practices
10. Provide support for end user account management using the selected organisational technologies.

Hardware/Software

1. Co-ordinate the acquisition and installation of hardware through external service providers
2. Perform installation of hardware (non-remote sites only)
3. Perform the installation of approved software and where required gain management approval to install non approved software

Asset Management

1. Maintain accurate inventory of all hardware and software resources; including, but not limited to, desktops, laptops, mobiles devices, spares and licenses
2. Ensure all assets procured are goods receipted and entered into the asset register accurately
3. Ensure all assets are asset tagged
4. Perform audits on IT assets as requested and reconcile audits against the asset register

Documentation

1. Continually contribute to the development and maintenance of the BSG internal knowledge base
2. Create new knowledge documents, based on new technologies, ticket resolutions, and processes
3. Set review dates for all knowledge documents and actively review knowledge documents when required

Qualifications, Knowledge and Requirements:

Essential:

1. Demonstrated solid Service Desk experience within a diverse and de-centralised computing environment with multiple internal and external stakeholders.
2. Demonstrated ability to think logically in response to queries raised
3. Excellent analytical and problem solving skills
4. Demonstrated ability to adhere to deadlines, with the ability to prioritise and delegate as required
5. A keen eye for detail
6. Strong understanding of Service Management Frameworks; i.e. ITIL
7. Excellent verbal and written communication skills to ensure the provision of high quality customer service to various stakeholders
8. Sound knowledge of Microsoft Office products
9. Experience in supporting Windows 7/10 desktop environments
10. Current Driver's Licence and willingness to drive in the course of work.
11. Relevant probity checks required by legislation and WMQ policy.

Desirable:

1. Relevant Tertiary or Industry Certified qualification
2. ITIL Foundation qualification
3. Active Directory
4. Microsoft Exchange

Why work with Wesley Mission Queensland

Working alongside people who love what they do
Salary Packaging
Product Discounts
Travel Discounts
Access to discounted holiday units
Employee Assistance Program

How to Apply:

Applications must address the 'Qualifications, Knowledge and Requirement' for this role (contained within the attached position description) and are to be submitted online at www.wmq.org.au by 4pm of the closing date.

Wesley Mission Queensland's Vision is: 'a compassionate, just and inclusive society for all'. We are committed to EEO, OH&S, Ethical Practices and the principles of Cultural Diversity and are a preferred employer for older workers. Wesley Mission Queensland has been recognised as a GOLD Mental Health First Aid Skilled Workplace by Mental Health First Aid Australia for our strong commitment to embedding the Mental Health First Aid program into our organisation. Successful applicants are expected to abide by the WMQ Code of Conduct.  Relevant criminal record checks will be undertaken on recommended applicant.  To view our Privacy Policy, please click here.  Salary Packaging is available to permanent Staff to enhance remuneration.