Senior Technical Officer

• Location: Brisbane, Queensland
• Type: Contract
• Job #17011

About the role

Our state government client is looking for an experienced Senior Technical Officer who will be working in a customer focused Helpdesk environment. 

Key responsibilities

• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken to ensure high quality, safe, services and workplaces.
• Provide operational support (on-site and remote) to the sites as required in a primarily Microsoft environment. Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
• Provide a level of training of  desktop environment and applications to end users where required. Develop and maintain ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support and participate on the helpdesk as a primary method of incident resolution. Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise and allocate tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
• Develop, maintain and work within procedures for the maintenance of one or more technical domains.
• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
• Meet enterprise service levels by applying ITSM processes.
• Ability to supervise staff in the delivery of high-quality ICT support by ensuring standards and procedures are adhered to.

Essential criteria

• Demonstrated technical expertise in the management, configuration, monitoring and implementation of ICT environments in one or more technical domains.
• Proven experience in delivering high quality ICT support to clients, with an emphasis on managing workloads, prioritising tasks and working unsupervised.
• Proven experience and ability to identify and resolve ICT related problems within defined Service Level Agreements. Demonstrated ability to coordinate multiple tasks within agreed priorities, timeframes and accountabilities.
• Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships, including mentoring of junior staff, and enhance the provision of quality client service in a team environment.
• Well-developed oral and written communication skills that enable the creation and/or maintenance of system documentation, work instructions and technical reports for management.
• Demonstrated experience or the ability to quickly learn ServiceNow and ITIL Service Management processes.
• Ability to maintain an awareness and understanding of new and emerging ICT technologies and products as they relate to Queensland Corrective Services.

Additional information

• A driver’s licence (C class) would be highly desirable
• Participating in on-call arrangements may be a requirement of this position. Appropriate renumeration under the award will apply.
• The ability to be available as point of escalation where major service interruptions occur out of hours. Appropriate renumeration under the relevant award will apply.
• Travel may be a requirement for this position as this position may be required to work at different sites.

Contact details

For a confidential chat, please contact Raisa on 0437 318 208 or via email at [email protected] and we would be more than happy to provide you with additional information and assist in the application process.