Desktop and Device Support Officer

**The primary duties of the position are**:

- Provide technical support that ensures laptop, desktop hardware and SOE, printers and mobile device operations are configured correctly, successfully deployed and optimised, and any operational issues are resolved in a timely manner including through escalation to vendors for L3 support if required. This includes performing any move, add and change activities related to the support of IT equipment.
- Provide assistance where necessary across the IT Technology Operations team and undertake Service Desk duties to ensure the best outcome for customers and the organisation's operations.
- Work collaboratively and constructively within the team and across the other IT Services teams to support seamless delivery to customers and fit for purpose and secure IT services.

The key areas of focus for the role are mobile devices, desktops, laptops, printers and the SOE.
- Monitor operational performance and work with others in IT to maintain security and implement strategies to optimise performance of the technology.
- Provide second and, where possible, third level technical support in response to customer or operational issues ensuring timely escalation to vendors for resolution and high priority issues are resolved to minimise operational impact.
- Deliver and oversee replacements, updates and upgrades including timely actions to ensure security requirements are maintained and improved, and new staff are effectively set up to commence work.
- Attend the service desk as required, fulfilling all Service Desk requirements including triaging issues, timely escalation where higher level support is required and contribution to Service Desk task scheduling and completion.
- Ensure all required enrolments, system documentation and asset administration is completed as required for asset management and appropriate technical recordkeeping
- Provide support and assistance to customers in issues resolution, demonstrating sensitivity to their needs and a responsiveness focus, to ensure a seamless and positive customer experience.
- Educate and train, at point of need, in the operation of computer software and hardware to support customer capability uplift and a positive experience
- Support and provide technical leadership across the IT Services unit, using appropriate engagement and communication styles, to contribute to a positive team culture, with a focus on collaboration and the customer experience.
- Mentor the service desk team to improve team member capability and build and consolidate the unit's knowledge base.
- Undertake finance and administrative activities as required to ensure accurate records and reporting, compliance with organisational financial standards and timeframes and the best advice for decisions.
- Contribute to the development, implementation and improvement of operational processes, including ServiceNow, and IT policies and standards to ensure items are up to date and processes are fit for purpose.
- Follow procedures to ensure all issues are logged, updated and closed to allow reporting, ongoing triage and prioritisation and the enhancement of the knowledge base over time.
- Oversee tasks allocated to and engage constructively with vendors, suppliers and other agencies as required to ensure delivery of the IT Services program of work and operational services.
- Work closely with vendors to resolve escalated issues and problems showing a sense of urgency reflecting sensitivity to the operating environment and ensuring the issues and resolutions are appropriately documented to improve capability and the knowledge base.This work is licensed under a Creative Commons Attribution 3.0 Australia License.