Support Officer

2 days ago

Brisbane, Australia Queensland Reconstruction Authority Full time

The Information Communication Technology (ICT) and Information Services Team is responsible for the design, operation, security, and management of QRA's information and communications infrastructure, electronic assets, databases, systems support and management of associated contracts.In this role you will:

- Carry out all tasks required for the delivery of ICT support using ITIL processes such as Incident, Service Request and Knowledge management; and contribute where applicable to problem management.
- Assess and determine the prioritisation of all reported ICT support requests and effectively communicate to team members and stakeholders on severity.
- Ensure customers are aware of request progress and estimated timeframe to resolution.
- Ensure service levels are monitored for all assigned tickets and actively work towards resolution within agreed timeframes.
- Carry out preliminary fault diagnostics and accurately capture all information within the approved IT Service Management toolset.
- Provide resolution to basic issues and how to scenarios. Ensure appropriate escalation occurs for more complex issues to next level support in a timely manner.
- Provision and track the location, movement, and disposal of ICT assets within appropriate business processes and ensure records are maintained in the approved asset register.
- Assist with testing and procurement of software and hardware assets in line with QRA procurement policy.
- Develop and maintain effective documentation relating to break-fix and desktop support process.
- Plan day to day workload, prioritise tasks to meet deadlines and undertake minor works as assigned.
- Develop and maintain collaborative and productive relationships with internal and external vendors and stakeholders.
- Effectively communicate with your team members and peers to drive a customer focused outcome and ensure that customers are well informed during times of crisis, surge or business continuity outages.

To find out more about QRA and this role, see the Role Description or call the contact officer.
Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar), which may include employment on a temporary basis up to six months (full time or part time).
**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Please do not upload zipped files.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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