Technical Support Officer

• Location: Brisbane City, QLD
• Type: Contract
• Job #18806

As a Technical Support Officer, you contribute to the ICT Operations team by providing first contact technical support and advice to users across multiple locations, platforms, and technologies.  In addition, you will make decisions around the timely and correct escalation of incidents and requests to ensure that Service Level Agreements are met. You will make mature decisions around the reactive response to client demands and the triage of requests and incidents being logged by multiple support channels.
Your Team
We want you to be a part of a team that is making a difference by ensuring that the department has agile service delivery by enabling the provision of secure, high quality information technology services in a client-driven environment in accordance with agreed service levels. ICT Operations is the front door to the organisation for all IT related projects, issues and requests and we pride ourselves on providing the end-user with services and solutions which meet and exceed their expectations, with customer service and satisfaction at the forefront of everything we do.
Your Strengths

Your Responsibilities

• Provide high-quality service desk and desktop support for information technology and telecommunications by managing the provision of a high-quality, courteous and efficient first line support to customers with regard to information technology hardware and software problems; and telecommunications enquiries and requests.
• Ensure that all incidents reported to the Service Desk are recorded, categorised and prioritised and referred to support staff where appropriate by scheduling and actively monitoring incidents to ensure service level response and restoration times are within service level agreements.
• Proactively analyse trends in calls, identify appropriate areas of responsibility and monitor resolutions.
• Provide the first level of escalation and undertake appropriate escalation procedures.
• Ensure that ICT support reference materials are created, utilised, maintained, and deployed consistently to maximise re- use, minimise user down-time and optimise organisation return on investment.
• Assist with the preparation of statistical information on the utilisation of ICT Services and the identification of problems or issues related to the provision of information services across the department.
• Actively participate in a working environment supporting quality human resource management practices including employment equity, anti-discrimination, occupational health and safety and ethical behaviour.

Role requirements
There are mandatory qualifications required for this role.

• Travel away from your normal centre of operations may be required from time to time.
• Be on a rotational roster Monday–Friday, with occasional requirements for on-call.