The ITSupport Officer will provide operational and technical support to end businessusers and technology colleagues.Technology services provided by Costa require technical monitoring,configuration, and troubleshooting as the needs arise. Providing a customerfirst focus and delivering a high level of service are key attributes of thisrole.
The ITSupport Officer will be working in a highly collaborative team environmentwhere communication within the team is critical to ensure the right mix ofsupport and education can be delivered to our diverse end user base. Taking arequest from inception through to resolution is important to deliveroperational delivery of growing, picking, packaging and distribution of ourproduce.
Primary Responsibilities The key responsibilities of the role arehighlighted below:
Respondingto support calls and helpdesk ticket queueSupportteam members to Troubleshooting laptop/desktop issuesProblemsolving mobile phone handset issuesProblemsolving and configuring printersMicrosoftOffice problem solvingWindows10/11 problem solvingSupportfor Office 365 environmentsUnderstandserver and network infrastructureKnowledgeand support of Active DirectoryPossibilityof travel to farm sites in Melbourne and interstateWork ina structured and consistent process for completing requests according to Costatechnology standards within the agreed timelines.Collaboratewith SME's, stakeholders, and wider team to deliver on key initiatives.Collaborateand work with cross functional teams to take the project from feasibilitythrough to detailed design, implementation, testing and go live.Key Performance Indicators HighStandard of customer serviceSupportend users to resolve their technology requestsWork inaccordance with the policies and procedures of Costa GroupObeyall reasonable instructions to protect his/her own health and safety, and thehealth and safety of othersProductiveand successful engagement with business stakeholders and meeting theirrequirements and expectations.Contributeby making positive suggestions on improvements to safe work practicesKey Relationships Key Interactions (Internal &External) that this role must form productive relationships with
Group Management Team
Monthly – inform / advise / takedirection
Senior Management Team
Weekly – inform / collaborate
IT Team Members
Daily – inform / collaborate / direct
End Users
Daily – collaborate / direct
Daily – collaborate / direct
Qualifications Required – Education and/or professional Tertiaryqualification or working towards one is preferredDesired Experience Microsoftcertification is advantageousIndustrycertifications such as ITIL fundamentals will be valuedProvennetwork and desktop troubleshooting ability (with basic server troubleshooting)Extensiveknowledge of Microsoft operating platformsKnowledgeof Microsoft 365 administration platformsExperiencewithin service desk environments using JiraExperiencewith Intune MDM (desired but not essential)Experiencewithin the agriculture sector (desired but not essential)Additional Capabilities Awarenessand focus on value to customersOperatingin a Global IT environmentMust beable to translate technical environments into business languageKnowledgeof modern application platformsEssential Personal Attributes Structuredapproach to the organisation and delegation of workFocusedon the development and delivery of quality outcomesInventiveand collaborative problem solverThe email and password you entered don't match.#J-18808-Ljbffr
