Infrastructure Support Analyst

Here at CBCity The City of Canterbury Bankstown is one of the largest Council’s in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 21 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 370,000 residents
 

The Role We have re-calibrated our frontline ICT team and we’re looking for a motivated and solutions focused team player to join our new team structure. A rewarding opportunity has become available for an IT professional to join our team as an Infrastructure Support Analyst. The opportunity will see you provide reliable, high quality ICT services and ICT support through effective and efficient ICT service desk processes and exceptional customer experience. The Infrastructure Support Analyst role is the first point of contact for our customers (Service Desk + Desk Side Support) responsible for the accurate resolution to technical issues in accordance with service level agreements.

*This opportunity will be offered on a permanent full-time basis
 

Duties will include but not be limited to:

• Responsible for investigating and identifying the root cause, diagnosing, and resolving technical and infrastructure issues.
• Assist with triaging requests and proactively remediate potential risks or incidents preventing unnecessary unplanned outages. 
• Provide technical support for all infrastructure and associated systems used within the organisation. 
• Provide service desk support during operational business hours where required and form part of scheduled after-hours on call support within agreed service levels 
• Provide a high level of customer service to both internal and external customers, with a particular focus on continuous improvement and enhancing the customer experience by placing the customer at the centre of all decision making. 
• Manage the planning and prioritising of service desk tickets, problems, changes systematically to minimise backlog and ensure operational efficiency. 
• Monitor system performance to ensure that all infrastructure and related systems are functioning optimally. 
• Work with other SME’s on a range of applications deployed on the SOE. 
• Work collaboratively with other members of the IT team to ensure that all infrastructure and associated software applications are available, operating and functioning correctly. Documenting technical issues and solutions and reporting on system performance and usage

You will have:

• Tertiary qualifications in ICT or related discipline
• ITIL v4 foundation certification
• C Class Drivers Licence
• Ability to work onsite as this is a site support role
• Extensive demonstrated technical knowledge and experience in Microsoft 365, Windows 10/11, Citrix, cloud based technologies, Active Directory, LAN/WAN and other work-related systems.
• Demonstrated experience in customer-facing ICT operations, including service desk. 
• Extensive written and verbal communications skills, 
• Extensive analytical and problem-solving skills with the ability to manage multiple concurrent customer requests 
• Sound collaboration and negotiation skills 
• Extensive knowledge and understanding of service management principles and processes 
• Demonstrated ability to be adaptable within a dynamic environment, to work under fluctuating workloads, to meet agreed deadlines and to exercise initiative and judgement in setting priorities.

What’s on offer

• An Attractive Remuneration Package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Permanent Full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.
• Contribute to making a positive impact on our community. 
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact John Truong at ***********@cbcity.nsw.gov.au

You will need to submit your application via the ‘Apply Now’ button and create a login using your email address and upload a:

• Resume; and
• Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.

Applications close on Sunday, 21 April 2024.
 

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds. 
 

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at ***********@cbcity.nsw.gov.au
 

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.   
 

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.