PeopleKind Group is the parent company of a diverse and growing group of leading Western Australian community services organisations. Our organisations deliver services that encompass disability, housing, allied health, justice, child protection and reintegration.

We exist to empower people to live their best life. And we live our values every day. We’re respectful, compassionate, courageous, resilient, and collaborative.

We’re accountable to our colleagues as well as the people we support through our organisations. We’re person-centred and design our services to meet the needs of individuals.

At PeopleKind Group, we’re for people.

The End User Support Team, which provides a single point of contact for end users across the entire PeopleKind Group, allowing them to receive both remote and onsite technical support.  Install, diagnose, repair, maintain and upgrade all end-user hardware, software, and equipment (including, but not limited to PC’s, mobile devices and printers) to ensure optimal performance.  To provide an outstanding level of customer service in a timely and accurate approach.

 Key responsibilities:

•  Provide timely and effective first and second-line technical support to end-users via phone, email, or in-person.
• Diagnose and troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
• Collaborate with team members to resolve complex technical problems.
• Document support interactions and solutions and maintain accurate records within the Halo ticketing system.
• Follow and contribute to IT support procedures and guidelines.
• Assist with the deployment of new end-user hardware and software.
• Process Onboardings/Offboarding’s for end-user computer accounts.
• Ensure compliance with security policies and practices.
• Ensure support requests are resolved promptly and professionally and meet predefined SLAs.
• Prioritise support requests across team members as necessary to ensure workload is shared accordingly.
• Collaborate with other IT teams to resolve complex technical issues and escalate to Application & Solutions Delivery and/or Cybersecurity and Infrastructure teams as necessary.
• Create technical documentation and ensure it is accurate, up-to-date, and stored within IT Glue.
• Work with the End User Support Team Lead to notify the business of planned/unplanned maintenance, outages, incidents and general IT information.
• Work with the End User Support Team to support the printer fleet across all sites.
• Work with all IT Teams to plan and assist in maintenance, upgrades, updates, patches and change-outs of hardware, software, and systems as necessary.
• Be available to be part of the on-call IT Support team for one weekend once a month.

What is required:

• Good interpersonal and communication skills.
• Excellent customer service abilities and a professional phone manner.
• Outstanding problem-solving skills.
• Sound organisational skills with the ability to manage workload, demonstrate initiative and work under pressure to meet deadlines.
• Strong attention to detail.
• Meticulous writing of technical documentation.
• Familiarity with using an enterprise ticketing system, including meeting SLAs.
• Familiarity with a wide range of hardware and software and an ability to adapt to changing technology and priorities.
• Understanding of end-user security best practices.
• Knowledge of remote support tools and industry-standard remote support techniques.
• Relevant certifications in information technology or related fields.
• Desirable: 1-2 years experience in IT Support or a related field