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Support Analyst

4 weeks ago

Brisbane, Australia Children, Youth Justice and Multicultural Affairs Full time

Contribute to ICT Operations' service level agreements (SLAs) being met or
- Follow agreed procedures to prioritise and triage incidents, identify possible problems, answer questions and resolve incidents. Maintain records, including accurate assessing, classifying and prioritising tickets and advises relevant persons of action.
- Coordination, creation and maintenance of support documentation or reports related to ICT business systems and processes including knowledge sharing to other internal support teams.
- Attendance and engagement at ongoing system support discussions. Liaise with other ICT support teams to assist with resolving incidents, problems and request fulfilment within service obligations.
- Possess sound analytical and problem-solving skills and ability to perform desktop, network and infrastructure troubleshooting by providing triage and diagnosis. Respond to complex requests with information to enable problem resolution.
- Provide guidance in defining access rights and privileges. Investigate security breaches in accordance with established procedures and recommends required action and support / follow up to ensure these are implemented. Maintain security administration processes and checks that all requests for support are dealt with according to agreed request fulfilment and access management procedures.

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.