Position Overview:We are seeking a dedicated and experienced professional with a blend of technical support expertise and service delivery coordination skills. This role encompasses managing IT support services while providing hands-on technical assistance to ensure the efficient and effective resolution of IT-related issues within the organization. Responsibilities: Manage and Prioritize Service Requests: Oversee incoming service requests, incidents, and support tickets to ensure timely and effective resolution.Assign Tasks to Technicians: Allocate tasks and tickets to service desk technicians based on their expertise and current workload.Monitor Ticket Queues: Ensure adherence to service level agreements (SLAs) and escalate issues as necessary to maintain service quality.Maintain Stakeholder Communication: Keep clear and consistent communication with stakeholders regarding the status of their requests and any changes to timelines.Develop Service Desk Policies: Create and implement policies and procedures to enhance efficiency and customer satisfaction within the service desk.Provide Technical Assistance: Offer support to end-users for hardware, software, and network-related issues, both remotely and on-site.Install and Maintain Systems: Install, configure, and maintain computer systems, peripherals, and mobile devices to ensure optimal performance.Troubleshoot and Resolve Issues: Identify and resolve problems with operating systems, applications, and network connectivity.Conduct System Maintenance: Perform regular maintenance and updates to ensure system integrity and security.Document Support Activities: Keep accurate records of support activities, solutions, and user guides to facilitate knowledge sharing and training. Preferred Qualifications: Proven experience in service desk coordination and managing IT support teams.Strong technical skills in desktop support, including hardware/software troubleshooting.Proficient with Windows OS, Microsoft 365, and common IT tools.Strong communication skills with a focus on customer service and satisfaction.Familiar with IT service management frameworks.Certifications (ITIL, Microsoft Certified: Modern Desktop Administrator, CompTIA A+).Experience with IT ticketing systems and remote support tools.Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability.