Digital Support and Operations Co-ordinator

Love solving tech problems and helping people get the most out of their technology?

We're looking for a hands-on desktop/helpdesk person to join a collaborative team where you'll play a key role in keeping digital services running smoothly. This is a varied role that combines technical support, service desk coordination, user support, documentation, and project delivery.

If you're someone who enjoys troubleshooting, improving processes, sharing knowledge, and being the go-to person for more complex IT issues, we'd love to hear from you.

What you'll be doing:

You'll be the escalation point for support issues while helping ensure users receive a responsive and positive support experience:

• Provide Level 2 ICT support across a range of hardware, software, and business systems
• Support and guide Service Desk team members with troubleshooting and escalations
• Manage ticket progression and help maintain service desk standards
• Troubleshoot Windows devices, applications, connectivity, and Microsoft 365 issues
• Set up, deploy, and maintain laptops, desktops, mobile devices, and workplace technology
• Support meeting room technology, printers, video conferencing, and peripherals
• Create and maintain knowledge base articles, user guides, and support documentation
• Assist with digital projects, system rollouts, upgrades, and change initiatives
• Identify recurring issues and recommend improvements to systems and processes
• Work closely with internal teams and external technology providers

What we're looking for:

You'll bring a solid background in IT support along with a genuine passion for helping people.

• Experience in an ICT Support, Service Desk, or IT Operations role
• Strong troubleshooting skills across Windows environments
• Good knowledge of Microsoft 365, including Teams, Outlook, OneDrive, and SharePoint
• Experience supporting hardware, software, mobile devices, and workplace technology
• Familiarity with ticketing systems and service desk processes
• Strong documentation and communication skills
• The ability to explain technical concepts in a simple, user-friendly way
• A proactive approach and willingness to pitch in wherever needed

Bonus points if you've worked with ITIL-based support practices or have experience acting as an escalation point within a support team.

About the environment :

• A varied role where no two days are the same
• Supportive and collaborative team environment
• Opportunity to contribute to projects and ongoing digital improvement initiatives
• A mix of technical problem-solving and people-focused support
• The chance to genuinely influence how technology services are delivered and experienced by staff
• Free park on-site
• Some travel to different locations will be required
• A vetting process will be required for this role

You'll be approachable, practical, and calm under pressure. You enjoy digging into technical challenges but also understand that great customer service is just as important as technical expertise. You're organised, enjoy improving processes, and love sharing knowledge with others.

For further information please call Maree Hayes on (04) 4999 471.