Lead Service Desk Officer

2 months ago

Brisbane, Australia Queensland Building and Construction Commission Full time

About The QBCC
The QBCC supports the growing Queensland community by providing information, advice and regulation to ensure the maintenance of proper building standards and remedies for defective building work. By doing this we promote confidence in the building and construction industry. Led by the Commissioner and governed by a board, the QBCC consists of skilled, expert staff who work hard to meet the needs of industry participants and the community.
The Commission regulates the building industry throughout Queensland. To provide the best customer service possible, service centres are located throughout the State, including Brisbane, Gold Coast, Sunshine Coast, Toowoomba, Maryborough, Rockhampton, Mackay, Townsville, and Cairns. Industry stakeholders and the community are also able to engage with the QBCC online or over the phone.
With 5.224 million people currently living in Queensland and more than 233,000 of those residents working in the construction sector, the QBCC has an important task in serving our customers, contributing to the growth of the Queensland economy and regulating the industry.

**The aim of this role is to**:

- Provide leadership, coordination and mentoring of the Service Desk team
- Develop, monitor, review, and report service levels as defined and agreed with customers, vendors and internal stakeholders in Service Level Agreements, Operational Level Agreements and underpinning Contracts.
- Coordinate Support Desk incident and activity task allocation. Prioritise, allocate, and coordinate incidents and activities.
- Coordinate and plan site visits as required, using the most resource effective method to deliver the required outcomes.
- Facilitate the development and maintenance of Work Instructions for the documentation of routine (and non-routine) ICT processes and activities.

*
- Experience in the provision of customer focussed Servicedesk services with a dedicated focus on service excellence. Demonstrated experience in a similar role.
- Highly developed interpersonal communication skills applicable to providing support in a customer focussed information technology environment including the ability to accurately advise, consult and negotiate with staff and clients at all levels and service providers on behalf of customers.
- Demonstrated analytical and problem solving abilities for identifying, defining and solving operational problems in their current role through to completion.

For further information and the full list of Key outcomes/Accountabilities and how to apply, please refer to the Role Description and Information for Applicants attachments.

**Job Ad Reference**: QLD/507582
Advertising closes Thursday, 31st August 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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