Ict Customer Support Officer

3 days ago

Ballarat, Australia City of Ballarat Full time

**Permanent Position - Hybrid Working role****:

- **Career progression and development opportunities**:

- **Band 4 Salary range from $73,961 - $78,771.75, plus superannuation with a monthly RDO**

**Position Objectives**

The ICT Customer Support Officer is responsible for a number of outcomes
- Provides proven technical experience and strategic insights to meet the IT needs of Council.
- Works in close coordination with the ICT Teams to provide support to a comprehensive, integrated, Client Service Operation for the Council.
- Undertaking the delivery of frontline technical support for Council.
- Update and document best practices and support procedures
- Participate in technical research and development to enable continuing innovation and improvement within the current environment.
- Participate in the planning, design, development and implementation of policies and procedures to ensure system access that is consistent with council goals, industry best practices, and regulatory requirements.
- Completion of other tasks, e.g. root cause analysis, knowledge base articles and general project assistance as required
- Building on and maintaining a professional culture within the team, where individuals take ownership and are fastidious and proud of delivering excellence and quality.
- To act professionally when representing City of Ballarat at forums or events as required.

**Qualifications and Experience**
- Demonstrable experience in Service Desk, and for customer service to the extent that it relates to delivery of services
- Demonstrated ability to support others to pre-determined outcomes
- Demonstrable experience with hardware and software troubleshooting functions, including familiarity with using set procedures and policies to guide decision making

**Specialist Skills and Knowledge**
- A junior level Service Desk technician with emerging technical lead experience
- Knowledge of Service Management
- Highly numerate and literate, with the ability to produce top quality reports, operational documentation and implementation communications
- Proactive and highly organised, with strong time management and planning skills
- Able to meet tight deadlines and remain calm under pressure
- Any other duties within ICT as directed by the Executive Manager of ICT

**Key Selection Criteria**
- Qualifications and experience as listed above
- Demonstrated experience as listed in the Specialist Skills and Knowledge section
- Demonstrated ability to champion, model and promote the corporate values.
- Excellent communication skills, both oral and written, including a proven ability to communicate
effectively with those of varying technical understanding.
- Strong troubleshooting skills, with an ability to learn.
- Experience working in an ICT support role.

**Apply**

Please ensure that you provide a cover letter and current resume. Within your cover letter ensure to provide a response to the Key Selection Criteria.

The successful applicant will be required to undergo a full employment medical and police check.

**Contact**Job Ref**:

- WB000018

**Submitted**:

- 11-10-2024

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