Total 713 help desk specialist job vacancies in Sydney Olympic Park

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

The Endpoint Management Specialist ensures the optimal performance, security, and management of all user endpoints within the organisation, including laptops, mobile devices, and tablets. This role focuses on maintaining the integrity and functionality of endpoint devices, contributing to strategic planning, and providing expert technical support. 

• Manage Endpoint Patching Solutions:
  • Operationalise and manage the 3rd party application patch solution to support the remediation of laptop and mobile device vulnerabilities. Ensure timely and effective patch management through regular weekly and monthly update cycles.
  • Operationalise the Defender Vulnerability Add-On to support resolving incidents and issues across user endpoint management. Monitor, identify, and resolve security threats, including malware, unauthorised access, and other vulnerabilities.
  • Manage Intune Update Rings and OS Update Lifecycle: Configure and manage Intune update rings to control the rollout of updates and patches for endpoint operating systems. Oversee the entire lifecycle of OS updates, ensuring compatibility, stability, and security of all user endpoints.
• Maintain Endpoint Platforms:
  • Ensure Intune and other endpoint platforms adhere to industry best practices and standards. Regularly update and maintain endpoint security settings and configurations.
  • Deploy and maintain Mobile Device Management (MDM) for organisation-owned devices and Mobile Application Management (MAM) for BYOD devices. Provide comprehensive user education and support to enhance user compliance and security awareness.
• Security and Configuration Management:
  • Implement and manage security settings, scripting, deployment, MDM, applications, and OS support. Adhere to security standards and frameworks such as ISO 27001 and NIST.
  • Manage configuration for Mac and Windows laptops, iOS, and Android phones and tablets to enhance security posture. 
• Collaboration and Incident Resolution:
  • Collaborate with security and operations teams to drive resolution of vulnerabilities on user endpoints. Use established tools and processes to manage incidents, including antivirus software, endpoint detection and response (EDR) tools, and security information and event management (SIEM) systems.

We have fantastic career opportunities for passionate Senior Dispute Resolution Specialists to help drive financial fairness in our Financial Difficulty team.

As a  Senior Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with customers to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

About Us

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

The Role

We have an exciting opportunity for a L2 Service Desk & Onsite Engineer to join our busy Service Centre Team in Sydney. 

The role will be based in Alexandria and will be predominately L2 helpdesk/phone based work with occasional travel between customer sites which are both located within Metro and regional NSW as and when required. 

The successful candidates will have previous MSP experience and provide helpdesk support to ensure the smooth operation of IT services for our customers.

2+ years of experience working within a Service Desk or Field Services role.  

Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).  

2+ years Active Directory, DNS, DHCP and group policy experience  

2+ years experience working with a ticket management system.  

Qualifications

A valid Driver's Licence and your own transport

IT degree or Diploma

blue APACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Regular social events and an awesome culture – work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Novated leasing available for all employees
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

Please note, all offers of employment at blue APACHE are subject to Police Clearance Checks.

As a Mental Injury Specialist / Rehabilitation Consultant you will:

• Identify Return to Work (RTW) barriers and strategies to overcome these for psychological conditions, with some physical conditions
• Design, implement, and review programs that assist injured employees return to the workforce
• Provide job seeking and advocate for your clients towards successful employment outcomes
• Provide specialist mental injury case management and intervention on primary or secondary psychological claims.
• Ensure clients, employers and Agents receive specialised, best practice psychological intervention and RTW support for mental injury.

• Drive achievement of recovery and return to work goals via implementation of regular, intense, evidence-based, best practice intervention as per WorkFocus Australia Australia’s service delivery model.
• Undertake specific services and assessments relevant to mental injury and discipline/competency including Worksite, vocational, psych functional assessment, EAP, Critical Incident Debriefing, Facilitated Discussion & Mediation, MindHub Early Intervention, Care Coordination, Pre-Employment Screening, Psychological Treatment and intervention, Adjustment Counselling, Voc Counselling
• Achieve RTW outcomes across case load
• Maintain knowledge of best-practice in mental injury RTW management and intervention for return to work, acting as the go-to resource for the area.

We are seeking a dynamic and customer-focused professional to join our team, dedicated to delivering exceptional support and service. In this role, you will be at the forefront of troubleshooting and resolving technical issues, ensuring smooth and efficient processes across departments.

As a key player in our customer support team, you will manage complex cases, mentor colleagues, and collaborate closely with our development and product teams to drive continuous improvement and customer satisfaction. If you thrive in a fast-paced environment and are passionate about enhancing the customer experience, we want to hear from you.

• Investigate, troubleshoot, and replicate issues to either resolve them or work with the development teams for further action. 
• Ensures delivery of excellent customer service through fast and accurate processing of requests, communication, and coordinating with other departments to resolve inquiries.  
• Identify and escalate critical or sensitive cases by collaborating closely with the Customer Support Manager, ensuring timely resolution and customer satisfaction. 
• Mentor and Serve as a resource for challenging cases and process-related inquiries, providing guidance and support to the team. 
• Deliver comprehensive training on specialized topics and advanced troubleshooting techniques 
• Independently manage complex tickets, tasks, and responsibilities, ensuring that issues are resolved efficiently and effectively. 
• Act as the internal and external escalation point for intricate ticket management, leading case escalations, and offering strategic guidance to the team. 
• Investigate and resolve customer complaints, ensuring that all resolutions meet or exceed customer expectations. 
• Communicate effectively with product managers and development teams, providing clear and concise information on escalations and customer inquiries. 
• Customer Beta Testing Liaison: Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
• Maintain a thorough understanding of KPIs (Key Performance Indicator) including SLAs (service Level Agreement), ensuring all customer interactions are timely and meet company standards. 
• Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
• Develop and contribute to Knowledge Base articles, creating valuable resources for both internal team members and external customers. 
• Builds and maintain business relationship with clients through open and interactive communication 

Reporting into the Brand Marketing Manager, the eCommerce Marketing Specialist will be pivotal in optimising the Leafio website to drive traffic, enhance user experience, and increase conversions.

The expertise required in eCommerce marketing, particularly with Shopify Headless Commerce, will be instrumental in executing Leafio's digital strategies and achieving our growth objectives.

The eCommerce Marketing specialist will be passionate about leveraging data-driven insights to create compelling online experiences, enjoying a dynamic role in a fast-paced environment.

Key Responsibilities

• Website Optimisation

  • Analyse and optimise the Leafio website to enhance user experience and drive conversions.

  • Implement and manage A/B testing and other optimization techniques to improve site performance.

  • Collaborate with web developers to ensure seamless integration of marketing initiatives and functionalities.

• eCommerce Strategy and Execution

  • Develop and execute digital marketing strategies to drive traffic and revenue through the Leafio website.

  • Manage and optimise online advertising campaigns, including Google Ads, social media ads, and display advertising.

  • Analyse eCommerce performance metrics and provide actionable insights to improve sales and engagement.

  • Conduct keyword research and optimises on-page elements (meta tags, headings, content).

  • A/B testing and experimentation: Ability to methodically implement regular tests and analyse results to determine the most effective SEO strategies.

• Shopify Headless Commerce Management

  • Utilise Shopify Headless Commerce to design and implement customised, high-performance eCommerce solutions.

  • Work with the development team to ensure effective use of Shopify’s API and other integrations.

  • Stay updated on Shopify trends and best practices to continuously enhance our eCommerce platform.

• Content and SEO Management

  • Oversee the creation and optimization of content to enhance search engine rankings and attract target audiences.

  • Implement content updates (copy, images, video etc) to product and landing  pages.

  • Develop and implement SEO strategies to improve organic search performance and drive relevant traffic.

  • Implement on-page SEO best practices, focusing on site architecture and internal linking strategies.

  • A sound understanding of technical SEO and ability to confidently identify and implement site changes required.

• Reporting and Analytics

  • Monitor, analyse, and report on key performance indicators (KPIs) to measure the success of eCommerce initiatives.

  • Utilise tools like Google Analytics and other analytics platforms to provide regular performance updates and recommendations.

  • Ability to dissect competitor strategies and identify opportunities to win greater share of search and authority 

  • Ability to interpret data to improve on-site elements and user experience, leading to higher conversion rates

• Collaboration and Communication

  • Work closely with the marketing team to align eCommerce strategies with broader marketing goals and campaigns.

  • Coordinate with cross-functional teams, including design, development, and customer service, to ensure cohesive execution of marketing strategies.

• Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

  • Deliver on individual and set departmental OKR and KPI’s as determined from time to time.

Reporting to the CRM Manager the role of a Lifecycle Specialist is to support the development, execution, and continuous refinement of multi-channel campaigns and lifecycle communications that drive activation, engagement and retention. The Lifecycle Specialist will analyse and report on campaign performance data to improve and optimise key metrics and campaigns. Additionally, this role will assist with the development and implementation of processes, procedures and documentation for efficient and effective use of key marketing-automation platforms.

Key Responsibilities:

Delivery and Execution 
- Work collaboratively with business stakeholders interpreting brief requirements for delivery.
- Work collaboratively with your team to ensure delivery expectations are clear and on time for delivery. 
- Manage the scheduling, building, copy,  testing, and deployment of communications across the Montu Brands Lifecycle, campaigns, research and surveys.
- Manage delivery progress in workflow tool and team channels. 

Marketing Automation 
- Configure and launch complex, data-driven journeys exercising good judgement and strong decision-making.
- Provide technical support and recommendations on conditional logic, segmentation and topics related to Marketing Automation tools, as well as troubleshooting issues.
- Assist in maintaining our CRM and Marketing Automation tools, best practices and procedures,  including data management, privacy standards and system updates.
- Work collaboratively with IT and tech teams on requirements and participate in solution designs and concepting.

CRM Strategy, Engagement and Retention 
- Map journey (contact strategy) and key moments that will deliver a best-in-class experience and commercial outcomes.
- Develop the campaign framework & content journeys that will deliver customer engagement and interactions that deepen the relationship.
- Identify opportunities for segmentation, personalised communications and optimisation.
- Utilise data-driven insights to optimise customer journeys and enhance overall satisfaction.
- Utilise CANNAVERSE educational content portal and fold into lifecycle communications where appropriate. 

Customer Research, Data Analysis and Reporting
- Utilise multiple data sources to generate insights and understand results.
- Utilise data to segment and target audiences effectively, personalising communications. 
- Drive a test-and-learn culture and conduct ongoing A/B + multivariate testing and other optimisation techniques to enhance targeting strategies.
- Conduct customer research to understand preferences, behaviours, and sentiment.
- Analyse campaign data to identify trends and provide insights.
- Report on key performance insights and propose future improvements for review.
- Work collaboratively with data team to identify and improve CX and conversion in CRM communications. 

Data governance and compliance 
- Safeguard the brand through Privacy and SPAM act compliance and best practice. 
- Stay up to date on legislation changes and educate stakeholders.
- Ensure CRM initiatives adhere to Therapeutic Goods Administration (TGA) and Australian Competition and Consumer Commission (ACCC) guidelines.
- Capture customer consent and personal data at key stages of the customer lifecycle that assist in profiling and personalisation execute comprehensive CRM strategies, including acquisition, lifecycle, and retention initiatives.

Objectives and Key Results (OKRs) 
- Deliver on individual and set team OKR’s as determined by the business