I.T Support & Service Coordinator

Job Description

The Opportunity

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We are looking to appoint a I.T Support & Service Coordinator.

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Based in Essendon Fields, you will provide hands‐on Level 1 and Level 2 IT support to corporate office and project site users across multiple states, including building, deploying and supporting end‐user devices.

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In addition, you will coordinate the day‐to‐day delivery of IT services – ticket triage, SLA tracking, user communication, vendor follow‐up and documentation – in support of the IT Service Desk Team Lead and act as a reliable IT point of contact for project and site teams, helping ensure consistent, well‐coordinated IT services across corporate offices and project sites.

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Duties & Responsibilities

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IT Support

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• Provide Level 1 and Level 2 support to office and site‐based users via phone, email, ticketing system and in person.
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• Build, image and configure laptops, desktops, tablets and mobile devices (including rugged site devices) using the standard operating environment and Intune.
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• Manage day‐to‐day device lifecycle tasks including asset tagging, deployment, repairs, redeployment and secure disposal.
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• Create and manage user accounts, access, licensing and mailboxes across Entra ID, Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and Intune.
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• Assist with project site office setups and mobilisations including network hardware, printers, internet links (4G/satellite) and shared devices, in coordination with the Lead – Infrastructure and MSP.
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• Troubleshoot hardware, software, Citrix, network and connectivity (SD-WAN/VPN) issues for corporate and remote site users.
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• Support the operation of security tooling on end‐user devices (e.g. SentinelOne, Proofpoint) and assist with Essential Eight related tasks such as patching and application control.
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• Keep the ticketing system and asset register accurate and up to date.
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• Escalate complex incidents to the IT Service Desk Team Lead, Lead – Infrastructure, IT Applications team or MSP and follow through to resolution.
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Service Coordination

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• Monitor the ticket queue daily – triage, prioritise, assign and follow up outstanding tickets to keep within agreed SLAs.
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• Track and report on service performance (ticket volumes, aging, SLA compliance, recurring issues) and highlight trends to the IT Service Desk Team Lead.
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• Coordinate user communications during outages and major incidents, working with the Lead – Infrastructure and MSP.
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• Act as the first IT point of contact for site and project teams; gather requirements and coordinate IT support for project mobilisations and demobilisations.
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• Log, track and follow up vendor and MSP jobs (hardware suppliers, telecommunications and internet providers) against agreed timeframes.
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• Maintain the knowledge base, user guides, standard operating procedures and service documentation.
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• Support incident, request and change processes, ensuring tickets are correctly logged, approved, categorised and closed.
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• Assist with small IT projects such as device refreshes, site rollouts and tool upgrades.
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• Promote cyber security awareness and IT policy compliance across the business.
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Here's what we are looking for...

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• Certificate IV, Diploma or Bachelor's degree in Information Technology or a related discipline, or equivalent experience.
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• Microsoft certifications (e.g. MS-900, MD-102) and ITIL Foundation desirable but not essential.
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Knowledge & Experience

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• 3 years' experience in an IT Service Desk, help desk or desktop support role.
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• 1-2 years' experience coordinating small initiatives and projects.
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• Hands‐on experience with Windows, Microsoft 365, Entra ID / Active Directory and Intune (or similar MDM).
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• Experience using a ticketing / ITSM tool (e.g. Freshservice, Jira Service Management, ServiceNow).
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• Basic networking knowledge (Wi‐Fi, LAN, 4G/satellite connectivity, VPN).
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• Exposure to multi‐site, field‐based or MSP‐supported environments is an advantage.
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• Awareness of ITIL principles is an advnatage.
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The Winslow WAY...

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Each person at Winslow is empowered to make good decisions to look after each other as family, be accountable to each other, and always operate safely. We are dedicated and passionate about doing our best and committed to doing it once and doing it right. This is seen every day on the projects and in the offices – it's what makes us so different from everyone else – It's the Winslow Way.

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• Be supported along your career journey with people who have your best interests at heart.
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• Learn and grow alongside the industry's best through hands‐on experience on live projects.
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• Create a future with unlimited opportunities, inspired by passion and ambition
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This is a great opportunity to take the next step in your career with a company that provide great training and support and encourages career progression and work life balance.