IT Incident Management Support Operator

5 months ago

Brisbane, Australia Department of Employment and Workplace Relations Full time

APS Level 4
- Brisbane, QLD; Canberra, ACT; Melbourne, VIC; Sydney, NSW.
- $75,996 - $81,274

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**The Role**

You will work as part of a team delivering IT Service Management (ITSM). Your role as an Incident Management Support Officer is to follow the defined service management processes to restore system services effectively and efficiently. You will work closely with staff performing other ITSM processes including Service Desk, Request Management and Problem Management.

You will direct complex issues to more senior staff. Your work will need to meet expected timeframes. You will be expected to work under general direction.

The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).

**Duties and Responsibilities**
Responsibilities of the APS4 Level may include:

- Receive and record incident reports, prioritising based on impact and urgency.
- Investigate and diagnose technical issues, resolving them within agreed service levels.
- Escalate complex incidents and engage with specialised teams when necessary.
- Monitor incident trends and work on proactive measures to reduce recurrence.
- Communicate incident status and resolutions clearly and professionally.

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window

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