Permanent full time
The primary aim of the IT Help Desk (and therefore of this position) is to provide a one-stop shop for users of Council’s IT Systems, and to ensure users are able to continue working effectively when they experience difficulties with the IT systems and services delivered.
Salary
$66,299 to $86,866 per annum (based on 70 hours per fortnight), plus superannuation and a 9 day fortnight.
Appointed salary in this range will be based on skills, qualifications and experience
About us
At Hornsby Shire Council, we offer more than just a job. We are a community where everyone plays a vital role in creating a positive culture while delivering meaningful work with a real impact. We are inclusive and flexible and champion your professional growth. Join us in building our Shire for the future and be part of a team that values your individuality and empowers you to contribute to something greater. Find out more about working at
Hornsby Shire Council
About the role
The Help Desk Officer is a broad-banded position, covering Grade 5 to Grade 7. The core position has four major functions:
- Provide centralised IT Help Desk/user support via phone, email, counter and online requests, for applications (including corporate systems and desktop applications), end user devices (including desktops, laptops, tablets and smart phones), communications (including voice and video), printers and other peripherals.
- Assist with maintenance of user and customer databases.
- Assist with provision and management of end user devices.
- Provide administrative and other assistance to the Branch.
Position requirements
Core Qualifications
- Certification in a relevant discipline (Information Technology, Customer Service or Help Desk) or at least 2 years’ experience in a relevant role.
- Willingness to undertake further study in relevant disciplines.
Additional Qualifications for Grade 7
- Diploma in a relevant discipline or equivalent relevant experience.
About you
The Help Desk Officer is an enthusiastic, energetic, customer-focused person with a ‘can-do’ attitude. Satisfactory job performance will require a friendly, professional manner and an ability to explain complex and technical concepts in plain English, in a way that is easy for non technical users to follow and understand.
The ability to objectively prioritise requests and tasks, and handle variable workloads, is also required. The person will primarily be required to work on a customer-facing ‘front counter’ within a business office environment. There will be occasional requirements to visit Council users in their workplace, which may be at a remote site.
As the Help Desk supports users with a broad span of hours (outdoor staff are often at work before 7am, and office staff may work beyond 6pm), the person will be required to work variable hours to, in conjunction with the rest of the team, cover the full span of hours as set out in the service level agreement (SLA) from time to time. Access to Council’s flexible working hours scheme is available.
Benefits of working with us
We offer more than just a job, we understand the importance of a work-life balance and are proud to offer a range of benefits:
- Flexible working opportunities, such as 9-day fortnight for full time permanent and temporary fixed term employees, hybrid work arrangements, part time and job share work opportunities
- Generous leave provisions, including:
- Long Service Leave after 5 years (transferable between Councils)
- Parental Leave (up to 24 weeks)
- Health & Wellbeing Leave
- Employee Health and Wellbeing Program, as well as Fitness Passport and annual flu vaccinations
- Employee Assistance Program
- Professional Development Opportunities
- Employee recognition scheme
- Motor vehicle novated leasing and salary sacrifice opportunities
- Social Club
- Long Service Awards
For more information and to apply
Please visit
our website
