ICT Helpdesk Administrator

  • Full Time
  • Melbourne

Website DNA Talent

ICT Helpdesk Administrator

About the Company

Our client is an innovative independent K–12 school with a strong history of academic and co-curricular success. Students are being prepared for a lifetime of learning, leadership, and participation in our global community.

About the Role

The ICT Helpdesk Administrator is an integral member of their ICT support team and has a strong customer service focus, providing a primary point of contact for IT support for their students and staff.

They have a responsive organisational culture and, as such, the responsibilities within this role may be altered to adapt to the evolving needs of the School.


  • Service Desk and General Support
    • Provide a primary point of contact for the ICT Department either in person, over the phone, email or via the Service Desk system between the hours of 7:30am-4:00pm
    • Utilise Service Desk software to log and respond to issues as they arise
    • Triage requests and prioritise and escalate as required
    • Ensure the requests of staff, students and parents are responded to promptly and effectively
    • Effectively manage customer expectations and requirements to achieve the best outcome
    • Communicate effectively with customers, asking probing questions to determine nature of problem, walking customers through problem-solving process, and providing feedback
    • Support a mixed PC/MAC environment
    • Provide support to clients in diagnosing and resolving hardware and software issues
    • Maintain company’s owned digital devices
    • Assist in creation of user documentation and management of ICT self-service tools
    • Perform classroom maintenance tasks over term break holidays
    • Assist with general user account management
    • Assist staff and students with training of operational applications
    • Preparation and retrieval of customer devices as required
    • Manage Student and Staff ID cards
    • Provide feedback to the ICT team and assist with providing relevant reports to ICT meetings.
  • ICT Asset Management and Inventory
    • Maintain records of the company’s owned devices
    • Maintain an accurate record of asset movement in and out of ICT
    • Manage electronic and hardcopy records of software licenses, maintenance agreements and end user agreements
    • Liaise with technology suppliers re: Warranty and Insurance claims
    • Order materials and supplies for the ICT department
  • ICT Infrastructure Support
    • Liaise with the Managed Print Services provider to ensure multifunction printer/copier devices are maintained in a good working order
    • Provide support for the daily responsibilities of the Systems Administrator and assume primary responsibility in their absence.
  • Working Relationships
    • Reports to the Director of ICT & Digital Learning
    • Works collaboratively with the ICT Team
    • Provides customer service specialising in ICT to members of the school’s community
    • Responsible to the Director of Business, Finance & Facilities and ultimately the Principal.


  • Experience with trouble shooting, installing, and maintaining ICT related services
  • Competent using technology including Microsoft Windows and Apple and knowledgeable about various devices – PC’s, tablets, iPads, printers
  • Demonstrated customer service skills, including a flexible and friendly approach
  • Excellent interpersonal and communication skills with the ability to communicate technical information clearly and effectively to a variety of people
  • Demonstrated ability to work independently, proactively and cope in pressured and demanding situations
  • Ability to be a valuable contributor to a close-knit team approach
  • Excellent organisation and time management skills with the ability to effectively prioritise and juggle competing demands
  • Excellent attention to detail
  • Able to aid and assist all members of the school’s community in a friendly, helpful, and timely manner
  • Discretion, reliability, and confidentiality.
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