IT Service Desk Administrator

PRIMARY OBJECTIVE

The primary objective of the Service Desk Administrator is to provide high-quality Level 1 ICT support to Hazeldenes employees, ensuring the timely resolution of incidents and service requests. The role participates in a rotating shift roster and on-call support roster to ensure ICT services are appropriately supported across business operating hours and critical incidents. The role is responsible for delivering excellent customer service, minimising business disruption, supporting organisational technology initiatives, and contributing to the continuous improvement of ICT services and processes.

The Service Desk Administrator must operate in a professional and effective manner at all times, balancing competing priorities, managing customer expectations, adapting to changing technologies, and maintaining service quality in a dynamic environment.

• Provide Level 1 technical support and desktop support services to all Hazeldene's employees.
• Respond to and fulfil ICT service requests and provide technical support for incidents affecting end users.
• Provide user and technical support for ICT-based production systems and equipment utilised throughout Hazeldenes operations.
• Record, classify, prioritise, track and resolve incidents and service requests using approved service management tools and processes.
• Monitor and manage Service Desk queues to ensure incidents and service requests are appropriately prioritised, assigned, progressed and resolved in accordance with agreed service levels.
• Escalate unresolved incidents and service requests to appropriate support teams in accordance with established procedures.
• Provide professional and timely communication to customers throughout the incident and request lifecycle, ensuring customers are regularly informed of progress and resolution status.
• Meet agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and customer service standards.

• Provision, modify and decommission user and computer accounts using Active Directory, Entra and associated systems.
• Prepare and configure end-user devices and associated peripherals in accordance with Hazeldene's Standard Operating Environment (SOE).
• Support user onboarding, offboarding and equipment lifecycle management activities.
• Troubleshoot, maintain and support ICT equipment including desktops, laptops, scanners, label printers, mobile devices and related peripherals.

• Maintain accurate inventory records for ICT hardware, software, peripherals and consumables.
• Ensure appropriate stock levels of ICT equipment are maintained to support operational requirements.
• Assist with asset deployment, asset tracking and lifecycle management activities.

• Support organisational cyber security initiatives by ensuring endpoint protection solutions are functioning effectively and security procedures are followed.
• Identify and escale security risks, vulnerabilities or suspicious activity in accordance with established ICT security processes.
• Administer security access cards and passes in accordance with approved procedures.
• Facilitate authorised requests for security video footage in compliance with company policies and privacy requirements.
• Monitor designated ICT systems, including email filtering platforms, and ensure matters are referred to the appropriate teams when required.

• Create, maintain and improve Service Desk documentation, knowledge articles, solutions, standard operating procedures and support processes.
• Contribute to the continual improvement of ICT services, processes documentation and customer experience.
• Identify recurring incidents and trends and assist in problem management activities to reduce future service disruptions.
• Share knowledge and provide guidance to team members to support capability development and consistent service delivery.

• Work collaboratively with ICT team members and business stakeholders to support the successful delivery of business and technology projects.
• Assist with the delivery of both major and minor ICT initiatives as required.
• Perform testing, implementation and post-deployment support activities associated with ICT projects.

• Demonstrate a sound understanding of and adherence to all company policies, procedures and standards, including Workplace Health and Safety (WHS), Good Manufacturing Practices (GMP), information security requirements and other compliance obligations.
• Report hazards, incidents and near misses in accordance with company procedures.
• Participate in rotating shift patterns and the on-call support roster as required to support business operations and ensure the availability of ICT services.
• Perform operational, technical and maintenance tasks as required, including shift work, after-hours support and weekend work to minimise business…