Service Centre Analyst

2 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time

**Your key accountabilities:
The core capability requirements for this role are:
Diagnose and troubleshoot hardware and software issues for end users.
Maintain working knowledge of relevant legislation, policies, guidelines, and standards.
Provide Incident Management and Request Fulfilment support as per documented procedures.
Undertake escalation procedures, coordinate communication with clients, support units and staff and monitor major service issues to resolution.
Maintain working knowledge of current desktop and desktop networking systems and technical skills enabling the ability to provide an ongoing effective technical support service.

Role Requirements

Highly Desirable Skills

Advanced Application Support Skills
Microsoft Access
Problem Solving Skills
SQL
Scripting/Programming
Exchange/O365 Administration

Desirable Skills

1st Level Application Support Skills

Microsoft Office
Microsoft Windows 10 1st Level

1st System & Hardware Support skills

Microsoft Remote Assistance
Microsoft Active Directory user administration
Microsoft Exchange
Software Deployment

Help Desk/Service Management Skills

ITIL Foundation
Knowledge Centre Solution (KCS)
Service Management Tool (SMT)

Other

Appointees may be required to participate in a 24-hour, 7-day roster with work hours equating to 36.25 hours per week. Shift penalties apply

SFIA Skills

The following technical criteria reflect relevant professional skills and competencies from the Skills Framework for the Information Age (SFIA) Framework relevant to this role:
Level: 2
Skill Code(s)

USUP Incident management; CSMG Customer service support

Further information can be found on the SFIA site by searching for the 'skill' code (e.g. ITMG) and then referring to the skills listed under the applicable 'level' e.g. level 5

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

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