Senior ICT Customer Support Officer

2 days ago

Ballarat, Victoria, Australia City of Ballarat Full time
  • Permanent Position - Hybrid Working environment (3 days in office)
  • Career progression and development opportunities
  • Band 5 Salary range from $74,484 - $85,025 per annum, plus superannuation - Monthly RDO

The role

The ICT Customer Support Senior Officer is responsible for a number of outcomes:

  • Provides proven senior technical experience and strategic insights to meet the IT needs of the City of Ballarat.
  • Works in close coordination with the ICT teams to devise, plan, implement and manage a comprehensive, integrated, client service operation for the City of Ballarat.
  • Undertaking the delivery of frontline technical support for the City of Ballarat.
  • Update and document best practices and support procedures.
  • Participate in technical research and development to enable continuing innovation and improvement within the current environment.
  • Participate in the planning, design, development and implementation of policies and procedures to ensure system access that is consistent with council goals, industry best practices, and regulatory requirements.
  • Completion of other tasks, such as report writing and general project assistance as required.
  • Building on and maintaining a professional culture within the team, where individuals take ownership and are fastidious and proud of delivering excellence and quality.
  • To act professionally when representing City of Ballarat at forums or events as required.

Qualifications and Experience

  • Demonstrable experience in Service Desk, and in customer service to the extent that it relates to delivery of services.
  • Demonstrated ability to support others to pre-determined outcomes.
  • Demonstrable experience with hardware and software troubleshooting functions, including familiarity with using set procedures and policies to guide decision making.

Specialist Skills and Knowledge

  • A senior level Service Desk technician with strong and successful technical lead experience.
  • Knowledge of Service Management.
  • Highly numerate and literate, with the ability to produce top quality reports, operational documentation and implementation communications.
  • Proactive and highly organised, with strong time management and planning skills.
  • Able to meet tight deadlines and remain calm under pressure.
  • Any other duties within ICT as directed by the Executive Manager of ICT.

About you

To be successful in this role you will be able to demonstrate senior leadership experience technical experience and strategic insights to meet the IT needs of the City of Ballarat.

To apply

To apply for this position please click on the Apply button and submit your application. The closing date for this position is Friday 4 April 2025.

Please ensure that you provide your cover letter and current resume.

All applicants are required to provide a response to the Key Selection Criteria in the screening questions.

The successful applicant will be required to undergo a full employment medical and police check.

Key Selection Criteria

  • Qualifications and experience as listed above.
  • Demonstrated experience as listed in the Specialist Skills and Knowledge section.
  • Demonstrated ability to champion, model and promote corporate values.
  • Excellent communication skills, both oral and written, including a proven ability to communicate effectively with those of varying technical understanding.
  • Strong troubleshooting skills, with an ability to learn.
  • Experience working in an ICT support role.
  • Professional attitude – and leading by example.
  • Passionate about ITIL Service Management with a general thirst for digital knowledge and a significant interest in supporting legacy and new emerging technologies.

The City of Ballarat is an equal opportunity employer committed to providing a safe and inclusive working environment that embraces and values diversity, flexibility and child safety. We welcome applications from all walks of life and celebrate the diversity and richness this brings to our workplace and reasonable adjustments will be made to the process to ensure equitable access. We undertake an employment screening process to ensure this commitment is upheld, this includes ensuring the successful candidate holds a valid working with children check and satisfactory criminal history record check.

Job Ref: WB000044

Submitted: 21-03-2025

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