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Technical Support Officer

4 months ago

Toowoomba, Australia HB Recruitment Full time

The HB Group is working with a large, local Government organisation in
**Toowoomba** that services a regional population of 167,657 and employs a team of more than 1800 staff. We are currently seeking
**three (3) x Technical Support Officers**
**(Service Desk and Operations)** (Level 1 or Level 2 Support depending on experience) within the Information Communication & Technology Branch to work as the first line of contact and support for internal customers.

Reporting to the Coordinator ICT Service Desk, the
**Technical Support Officers** will respond to IT incidents and service requests using their knowledge and expertise to resolve customer issues.

Key responsibilities include:

- Providing an effective and consistent high-quality service and support ensuring that all IT incidents, service requests and issues are acknowledged, responded to, and resolved within established timeframes
- Documenting all incidents and service requests with clear details/instructions of any customer-specific requests
- Using investigative techniques and query knowledge articles to resolve customer's ICT issues
- Developing a strong client focus to achieve excellent customer satisfaction levels by providing proactive assistance and timely and accurate information, resolution or escalation

Applicants for this role should possess the following skills, experience and qualifications:

- Possession of Information Technology Infrastructure Library V4 (ITIL), IT Service Management Essentials certification, or attainment of certification within three (3) months of commencement (at own expense)
- Demonstrated experience in the operation of Service Management software to record, manage, prioritise, escalate, track and resolve issues
- A Degree/Associate Diploma in Information Technology field and/or Industry related qualification, such as Microsoft Certified Systems Engineer (MCSE), will be highly regarded

For more information or a copy of the
**Job Application Package** for this outstanding opportunity, please telephone the HB Group on Tel: (07) 46394410.

Applications and required
**Key Selection Criteria** strictly close at
**5.00 pm on Friday 02 June 2023.