Technical Support Specialist for IT Operations

3 weeks ago


Townsville, Queensland, Australia Davidson Full time
Job Description:

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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