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Desktop Support Officer

2 weeks ago

Brisbane, Australia Communities, Housing and Digital Economy Full time

**What You will be doing**:

- Actively participate in a responsive and effective incident and problem resolution service that will minimise disruptions and meet agreed performance targets for desktop environment/s including peripheral devices.
- Maintain high levels of professional communication with customers and management to ensure the provisioning of a timely, cost effective and efficient desktop support and hardware replacement services.
- Provide leadership and management to the Desktop Support Team, and model and encourage an environment and culture in which high quality customer service is delivered.
- Work cooperatively with both first level (Service Centre) and third level (Digital MarketPlace) support teams to continually improve the value of desktop support through the provision of appropriate, efficient, and effective services.
- Ensure CITEC change management and desktop governance processes are followed to maintain a manageable and available desktop environment.
- Ensure adherence to the quality system documentation, and continually seek improvement in the way in which work is undertaken.

What we are looking for

**For this role, we will consider how well you**:

- Supervise staff in the provision of second tier incident and problem management relating to CITEC and Customer desktop infrastructure and business system environment within the Desktop Support team.
- Provide high quality services to customers and continuously monitor and supervise the effectiveness of services and the implementation of improvements.
- Meet deadlines including meeting personal and team responsibilities and commitments.
- Demonstrate your interpersonal and communication skills (both written and oral) and ability to liaise and communicate with customers to diagnose and resolve technical/operational issues associated with a diverse computer system environment.
- Demonstrate high level written and oral communication skills with the ability to consult, negotiate and influence others in an environment that deals with complex infrastructure architecture and a complex customer base

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.