IT Service Desk and Intranet Network Establishment and Support

Position Overview

TPS Energy is seeking a dedicated IT Service Desk professional to establish and support our intranet network. This role is crucial in ensuring seamless communication and efficient operations within our organisation. The ideal candidate will possess strong technical skills, excellent problem-solving abilities, and a commitment to providing outstanding customer service.

Key Responsibilities

Establishing the IT Service Desk:

• Develop and implement processes for managing IT service requests.
• Create a user-friendly interface for employees to submit support tickets.
• Ensure timely resolution of issues while maintaining high customer satisfaction.

Intranet Network Development:

• Design and implement an intranet network that meets the needs of TPS Energy across different office locations: Hobart, Launceston, Melbourne and Brisbane.
• Collaborate with various departments to gather requirements and ensure the intranet supports organisational goals.
• Regularly update content on the intranet to keep information relevant and accessible.

Technical Support:

• Provide first-line technical support for hardware, software, and network issues.
• Troubleshoot problems efficiently, escalating complex issues as necessary.
• Maintain documentation of all support activities for future reference.

Training and User Support:

• Conduct training sessions for employees on how to use the intranet effectively.
• Create user guides and FAQs to assist staff in navigating the system.
• Foster a culture of continuous improvement by soliciting feedback from users.

Monitoring and Reporting:

• Monitor service desk performance metrics to identify areas for improvement.
• Generate reports on common issues, response times, and user satisfaction levels.
• Propose enhancements based on data analysis to improve service delivery.

Qualifications

• Bachelor’s degree in Information Technology or related field preferred.
• Proven experience in IT support or service desk roles.
• Strong understanding of network infrastructure and intranet systems.
• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in a team-oriented environment.

Application Process

Interested candidates should submit their resume along with a cover letter detailing their relevant experience to [email protected]. Applications will be accepted until 21 March 2025.