The World at Abt

Solving the world’s most pressing issues and improving the quality of life for people worldwide is what we do every day at Abt Global. Creating a more equitable world is no small task, but we are driven by big challenges.

We are a team of 3,000+ people in over 50 countries working in unison and focused on the bigger picture. Only by sharing our commitment, energy, and innovation do we affect change and push the boundaries of what’s possible. We welcome diverse ideas, backgrounds, and viewpoints – joining Abt means access to exceptional thinkers at the top of their game.

To thrive at Abt is to embrace flexibility and collaboration. Our open culture allows you to balance your work and personal life as needed to optimize personal well-being. Creating a more equitable world starts from within – we look after people around the world, and we’ll do the same for you.

Ready to embrace rewarding and meaningful work? Now’s your chance.

The Opportunity

The team for this role is warm, friendly, collaborative and welcoming. The manager for this role, is looking to grow and develop the IT Support Specialist, into their longer-term IT career, they are a flexible and growth minded manager. This is a great entry level role for someone looking for a supportive manager, who is early career, or a graduate looking for their first role!

The IT Service Centre Support Specialist will be responsible for assisting the IT team to provide support for the ITSC needs of the business. They require knowledge and understanding of an IT HelpDesk and best practices for how it operates. The ITSC Support Specialist provides first and second level solutions to Abt’s users and both documents and communicates solutions to broad and/or complex issues. They are capable of breaking down and explaining technical issues to users in a way that they can understand the necessary points.

Core Responsibilities

• General desktop support duties including software installation, hardware maintenance and troubleshooting.

• Responding to IT HelpDesk requests in a timely manner by phone, chat, in person and remotely via screen sharing tools with routine technical issues while also seeking guidance for more complex problems.

• Works with Abt’s IT Ticket Management System, ServiceNow, according to ITSC best practices and manages their work queues with efficiency.

• Images and configures laptops for new hires and upgrades.

• Occasionally called upon to document resolutions for addition to the ITSC Knowledge Base.

• Supporting our remote and overseas employees who have no local ITSC support.

• Network / infrastructure maintenance.

• Perform system backups and test restorations.

• Maintenance of software and hardware.

• Manages and maintains accurate asset records in the current asset management system, following best practices for Asset Management.

• Attends and engages in regular ITSC team meetings.

• Demonstrates exemplary customer service with users and colleagues.

• Regularly seeks to improve processes and update procedures.

• Collaborates with fellow ITSC colleagues to achieve team goals, learn and share.

• Learns and follows policies, practices and procedures of the ITSC.

• Participate in global initiatives.

• Other duties as requested by the local ICT Infrastructure Manager or Information Technology Associate Director.

What We Value

• Working knowledge of computer hardware, Windows 10/11, MS Office 365, MS Teams

• Understanding of HelpDesk ticketing software desirable

• Strong communication skills

• Collaborative, customer service-oriented, with strong cross cultural communication skills

• University degree would be highly desirable.

What We Offer

We foster an environment where you can Thrive Your Way. Our innovative total rewards programs are designed to help balance your work and personal life. The approach toward your wellbeing centers around comprehensive benefits, flexible schedules, and professional development.

This position offers an anticipated annual base salary of up to 77,250 AUD (exclusive of superannuation). Salary offers are made based on internal equity and market analysis.

Abt is an Affirmative Action/Equal Opportunity employer committed to fostering a diverse workforce.

Disclaimer: Abt will never ask candidates for money in exchange for an offer of employment.

#LI-AUSBRIT #LI-BK1 #LI-HYBRID

Abt Global is a mission-driven, global leader with a proven track record in complex program implementation in the international development sector. We offer bold solutions and technical excellence in Health, Economic Growth, Governance, Research & Evaluation, Environment & Energy, Gender Equality & Social Inclusion. Working with our many partners, we have driven measurable social impact for more than 55 years, to achieve our mission of improving the quality of life and economic well-being of people worldwide. We operate in remote and challenging environments and employ more than 3,700 staff in over 50 countries. For more information about us and what we do, visit our website at www.abtglobal.com (http://www.abtassociates.com/)

Equity

Abt Global values individuality and celebrates difference with a strong commitment to all forms of diversity and equality including racial equity, gender, sexual diversity and disability inclusion. We strongly encourage people from culturally and linguistically diverse communities and Aboriginal and Torres Strait Islander people to apply for this position. We offer flexible work arrangements and a culturally safe environment for staff members from diverse racial and ethnic backgrounds.

Safeguarding

We are deeply committed to safeguarding, to protect and prevent harm and abuse to individuals we work for and who work for us. Our recruitment and selection procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation. We will not tolerate discrimination, harassment, child abuse, sexual abuse or exploitation in any form, and expect everyone to be treated with respect and dignity.