<p>Oxley College is a well-established independent, co-educational, non-denominational K-12 day school in the beautiful Southern Highlands of NSW with 880 students. Bowral is approximately 75 minutes south of Sydney airport and central Wollongong. </p><p>At Oxley we have a fundamental belief in the education of the whole child. We seek to foster a learning environment that is dynamic, innovative and child-centred through the provision of high-quality learning and teaching. Students are encouraged to enjoy their learning and to apply it to their understanding of the world in all its complexity and of their individual place within it. </p><p><b>Position Summary:</b><br /></p><p>The Main responsibilities will be answering calls, responding to incidents and service requests, triaging L1 support tickets, escalate issues effectively, and to work cohesively with the College’s students and staff. The position always requires a high degree of professionalism and a friendly manner towards customers and stakeholders with clear and concise communication. </p><p>Duties must be carried out in a timely and professional manner to support the overall smooth running of the school day to day IT operations. The IT team works under the direction of Head of Business Services and in partnership with the IT Manager in carrying out day to day activities. </p><p> </p><p>This position works full-time across Mondays to Fridays from 8.00am to 4.00pm.<br /></p><p><b> Role responsibilities:</b></p><p>The position holder will be responsible for maintenance and preparation requirements involving:</p><p>The position holder will:</p><ul><li>Answering inbound calls with an exceptional customer service approach. </li><li>Receiving calls and emails and triaging them correctly. </li><li>Logging all Incidents and Service Requests in the appropriate tool. </li><li>Ensuring all tickets have accurate details and the correct priority. </li><li>Attempting to resolve on first point of contact. </li><li>Ensuring Key Performance Indicators (KPI) are met.</li><li>Creating and updating documentation to a high standard. </li><li>Always maintaining an effective level of communication and possess a highly professional approach. </li><li>Have a strong focus on classroom outcomes. </li><li>Clear verbal and written English skills. </li><li>Must be able to interact with staff and students efficiently while providing a strong level of empathy. </li><li>Provide BYOD device customer service support to assist in retrieval of lost data, backing up data, system upgrades and software and system troubleshooting. </li><li>As required, communicate with external stakeholder to arrange onsite technician support for Dell and Apple devices. </li><li>When directed, provide Audio Visual technical support at college events including assemblies and staff meetings. </li><li>Be supportive of the values of Oxley College and be willing to be a part of the total life of the College.</li></ul><div><b>Essential Criteria:</b><br /></div><p>The ideal candidate will demonstrate the following attributes: </p><p> </p><ul><li>Demonstrable desktop skills and experience with Microsoft applications. </li><li>Ability to deal with busy, high-pressure situations. </li><li>Excellent telephone skills and communication. </li><li>Attention to Detail and ability to work autonomously. </li><li>Strong knowledge of Windows Application&#39;s and virtual technologies. </li><li>Good understanding of current technologies and security principles. </li><li>Full Australian Working Rights. </li><li>Consideration will be given to IT trainee candidates who are passionate in customer service and have an aptitude for troubleshooting IT issues. </li><li>Key system requirements include:</li></ul><p>         Microsoft Office.<br /></p><p>         Office 365 administration. </p><p>         Active Directory experience (user administration). </p><p>         Understanding of ticketing software or exposure to other platforms. </p><p>        Experience with Dell, Mac and other Apple devices </p><div>Further information about the College and its programmes can be located on our website.<br /></div><p> </p><p> </p><p> </p><p> </p>