Job Description

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ICT Service Desk and Projects Coordinator

Advertiser: Portal TechnologyMore jobs from this company

Job Information

Job Listing Date
13 Jan 2020
Location
Darwin
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Portal Technology is one of the longest serving ICT companies in the Territory and have been helping clients with their ICT requirements including Managed Services, Procurement, Consulting, Telecommunications, Networking, Cloud services, Server infrastructure, Storage, Backup, Disaster Recovery, Audits and Security Services. Portal Technology understands the importance of supporting local businesses and the local economy. As an organisation we encourage our staff to continually improve and thrive in the ICT environment.

Portal is seeking a Service Desk and Projects Coordintor / Manager to service a key clients ICT day to day operations.

The successful candidate would ideally have 5 years of industry experience and be a self-motivated professional with a consultative approach. A calm and confident individual who prides themselves on customer relationships and engagement. You will have the ability to work closely with individuals to understand their needs and capable of advising next steps patiently and without confrontation.

Experience in an education background is highly regarded

Job roll criteria and requireents listed below

Service Requirements

  • Supervise day to day operations at the customers location
  • Regularly meet with key stakeholders to ensure full understanding of customers goals
  • Work as part of the management team to identify opportunities and network improvements
  • Develop project improvement plans 
  • Understand the customers strategy and assist to align IT services to enable the customer to achieve this
  • Oversee the help desk activity to ensure SLA’s are exceeded
  • Implement effective service plans to ensure smooth running and efficiency
  • Develop customer satisfaction goals and coordinate with team members to deliver
  • Maintain accurate records and document all project and service activities
  • Assess service metrics and prepare regular reports on findings
  • Manage the deployment of all projects within approved budget and timeframes
  • Stay up to date with current technology, techniques and methods

Project Requirements

  • Full planning and implementation of all IT projects
  • Define project scope, risks and dependencies, timeframes and budget
  • Define resource requirements
  • Assess capabilities to deliver and look at contingencies
  • Create schedule and measurable project timelines
  • Ensure delivery is in line with best practice
  • Monitor and report on project progress
  • Implement and manage change where necessary to ensure successful delivery
  • Evaluate and assess results of projects

Education and Experience

  • Project management qualification (prince 2 / PMP) desirable
  • ITIL certification or demonstrable knowledge preferred
  • Experience in Risk Management, Change Management and Strategic Planning
  • Demonstrable experience as a Project / Service Delivery Manager
  • Proficiency with project management applications and tools
  • Conflict resolution experience
  • Experience in negotiation
  • Experience working in an Education environment would be advantageous
  • experience with education specific systems and platforms will be an advantage
  • Experience working with Indigenous organisations would be favourable

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