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ITS Service Support Consultant

Date:  11-Oct-2021

Sydney, NSW, AU

Department:  Internal Client Services

Job Requisition ID: 19990 

The Information Technology Services team is looking for the right candidate to join our dynamic and experienced team. The successful candidate will be required to be highly focused and self-motivated to drive personal growth as well as team goals.

About the role:

With this full time opportunity, you will be part of an inclusive wider team that provides high quality, hands-on, IT support to Deloitte Australia internal practitioners. It includes the hardware and software support of notebooks, unified communication devices, mobile devices and wireless network technologies.

The ITS Service Support Consultant is responsible to monitor all incidents, tasks and requests escalated to the National Service Support queue within the IT Service Management system, and ensure all issues are addressed within agreed Service Level Agreements (SLAs).

Key duties include:

  • Management of various end user equipment such as laptops, tablets, desktops, printers

  • Management of applications such as Windows 10, Office365, JAMF

  • Maintaining Incidents/Tasks & Assets within the ITSM ServiceNow tool

  • Mobile Devices via Mobile Device Management software

  • Setup of IT requirements for New Starters/Bulk group in-takes of practitioners joining the firm

  • Providing remote support via LogMeIn, Windows Remote Assistance, etc.

To be successful in this role requires self-motivation, discipline, energy, customer focus, being an excellent communicator and strong team player and driven to providing operational and service excellence.

It is essential that you are a high performer, are results driven and work well within a physical on-site team environment.


About you:

Reporting to the ITS Sydney Manager you will have a competent level of knowledge and experience in a technical customer support role including:

  • Ability to work unsupervised to provide exceptional customer service and operational excellence.

  • Excellent interpersonal skills enabling you to interact effectively with practitioners at all levels.

  • The ability to effectively manage and resolve problems within outlined timeframes meeting SLAs and KPIs

  • Demonstrated ability to guide non-technical practitioners on technical concepts & procedures.

  • Excellent communication skills and a team focus.

  • Experience in the Microsoft product suite including Windows 10 and Office 365.

  • Experience supporting Apple MacBook & Mobile Devices (JAMF certified desirable)

  • Flexibility to work outside of normal business hours as/when required

  • Experience with the ServiceNow case management tool desirable

  • ITIL certification and/or experience desirable.


Why Deloitte? 
At Deloitte, we create positively differentiated work experiences that enable our people to feel valued and achieve their full potential. Deloitte Australia opens the door to a career that can cross borders virtually and physically across Asia Pacific to gain experience and access projects beyond Australia’s borders. We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. Knowing that people work best in a variety of ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated. 


We’re committed to continually building a safe and respectful workplace, where all our people feel appreciated and accepted. Through the creation of endorsed employee-led diversity networks which promote cultural, disability, LGBTI+, Aboriginal and Torres Strait Islander people and gender equality, we’re leading the way to shape an environment where everybody can thrive. 


We are proud to have been recognised for our efforts in inspiring change and accelerating progress – check out our careers site for recent recognition in this space.

Next Steps 
Sound like the sort of role for you? Apply now. 

By applying to this job, you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte employee experience globally.


At Deloitte, we know we’re at our best when we look out for one another; prioritise respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. 


The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.