Technical Support Specialist for IT Operations
3 weeks ago
About the Role
This position operates in a fast-paced environment, providing professional 1st and 2nd level IT support to effectively respond to incidents, problems, and service requests within established service agreements, operating targets, standards, agreements, and procedures.
Responsibilities
- Maintain business continuity by following reasonable directions in the event of an unplanned disruption.
- Provide technical troubleshooting and resolution of complex problems using investigative techniques, educating customers, and timely escalation when required.
- Administer effective security management processes for system access to safeguard client data and assets.
- Categorize and record incidents efficiently and correctly, identifying opportunities for business and process improvement.
- Provide services as per the Service Catalogue, service targets, and service level agreements.
- Assist in maintaining a detailed asset register of all IT hardware, application software, and peripheral equipment.
- Contribute to the development of an internal knowledge base and promote self-service capability.
About You
- Tertiary qualifications or equivalent experience in relevant disciplines.
- Formal qualifications and/or demonstrated experience in service management, such as ITIL.
- At least 3 years' experience in a similar or related IT Service Desk role with excellent knowledge of IT theory, practice, and industry standards.
- Expert knowledge and/or experience in ITIL principles, ServiceNow, Microsoft Windows, and management tools.
- Strong communication skills with demonstrated experience effectively communicating with diverse stakeholders.
- Ability to apply creative problem-solving techniques in a highly complex environment.
- Current Queensland 'C' Class Driver's Licence.
The Benefits
- Gaining hands-on technical experience in a contract with local government.
- Supporting the aspirations and growth of the Townsville community.
- Utilizing your ITIL skills in the heart of Townsville.
Estimated Salary: $80,000 - $110,000 per annum. The salary range is based on the national average for this role in Australia, considering factors such as location, industry, and experience.
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