Service Desk Analyst

About us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes. The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state. The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability. Purpose of role Key requirements Highly desirable requirements - Experience operating within a fast-paced ICT service delivery function. - Experience in the use of ServiceNow especially knowledgeable with Incident, Request, Critical Incident, Change, Problem. - ITIL 4 certification (preferred) - Ability to understand current technologies from a support perspective. Special requirement - The incumbent will be appointed as a staff member of QFES. The role will be required to undertake non-continuous shift work in accordance with the Queensland Public Service Officers and Other Employees Award - State 2015. Roster patterns will include day and afternoon shifts including weekends. The incumbent may also be required to participate in an on-call roster outside of the rostered shift work arrangement. - This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community. Your key accountabilities Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to: - Receive ServiceNow requests from clients, diagnose and resolve where possible or assign to the appropriate area for action, including monitoring and follow-up to completion. - Maintain working knowledge of relevant legislation, policies, guidelines, and standards documentation in accordance with quality management principles and legislative compliance. - Provide incident management and request fulfilment support as per documented procedures, using highly developed problem-solving skills to identify and remediate complex desktop issues to timely resolution, - Undertake escalation procedures, coordinate communication with clients, support units and staff, and monitor major service issues to timely resolution. - Maintain working knowledge of current desktop and networking systems and technical skills to provide an ongoing effective technical support service. Capabilities To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role: Leadership Competency Stream - Individual Contributor (leading self) Vision - Stimulates ideas and innovation - Makes insightful decisions Results - Builds enduring relationships - Drives accountability and outcomes Accountability - Fosters healthy and inclusive workplaces - Pursues continuous growth Once you join us we will want you to exemplify the QFES shared values of: - Respect - Integrity - Trust - Courage - LoyaltyThis work is licensed under a Creative Commons Attribution 3.0 Australia License.