IT Service Desk Support Officer - Brisbane, Australia - Department of Employment and Workplace Relations

Department of Employment and Workplace Relations

Verified Company

Brisbane, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

APS Level - Brisbane, QLD; Canberra, ACT; Melbourne, VIC; Sydney, NSW.
- $83,908 - $89,706

About the Department of Employment and Workplace Relations

We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

The Role
You will direct highly complex issues to more senior staff. Your work will need to meet expected timeframes. You will be expected to work under general direction.

The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).

Duties and Responsibilities

Responsibilities of the APS5 Level may include:

Handle incidents and service requests, ensuring timely resolution.
Assist in problem management and root cause analysis.
Support change management processes and document changes.
Assist with monitoring and reporting on service levels and initiate improvements.
Assist with maintaining a knowledge base and promote selfservice options.
Provide exceptional customer service and clear communication.
Ensure accurate documentation of incidents, problems, and changes.
Undertake Quality Assurance activities.
Coach and mentor junior staff.

How to Apply

Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy.

You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department's online recruitment system) you will also need to:

upload a Curriculum Vitae

- provide contact details for 2 Referees.

Eligibility

Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Please refer to the Job Information Pack for more information about the role.
Job Information Pack Opens in new window