Service Desk Support Officer - Brisbane, Australia - Queensland Building and Construction Commission

Queensland Building and Construction Commission

Verified Company

Brisbane, Australia

6 days ago

Posted by:

Olivia Brown

beBee Recruiter

Description

ABOUT US:

Queensland Building and Construction Commission (QBCC) is a Queensland Statutory Authority established to regulate the building industry and ensure maintenance of proper building standards and remedies for defective building work.

QBCC also serves to educate, protect and support the community and the Industry via licensing and registers, education, dispute resolution and adjudication, enforcing compliance and managing the Queensland Home Warranty Scheme.

Primary purpose of the position
The purpose of this position is for providing front-line IS support services for QBCC staff.

The Information Services (IS) ServiceDesk Support Officer is responsible for logging, prioritising, categorising, documenting, tracking, monitoring, resolving and escalating IS issues and incidents.

This role is responsible for ensuring that we provide professional customer service and a high level of user satisfaction relating to the handling of IS support queries.

Key outcomes/Accountabilities

The aim of this role is to:

Provide customers with IS Service Desk Services including:
Accept all inbound calls to the IS Service Desk and log all related problems and issues. Liaise with customers with patience and confidence, clarifying details to enable accurate problem definition by relevant IS team members or external service providers;
Carry out preliminary fault diagnosis. Accurately troubleshoot and consistently advise customers to ensure a resolution for basic issues and/or rule out other predictable causes;
Assess and determine the priority of issues notified by customers. Advise customers of the priority allocated to their problem and the likely timing of its resolution. Consult with IS team members where uncertainty exists;
Refer customers' problems for resolution(as appropriate) by either QBCC IS team members or by making arrangements with established external service provider;
As the principal customer relations officer in QBCC's IS team, inform and liaise with customers to ensure that they are consulted about and informed of upcoming events associated with QBCC IS systems such as planned or unplanned system down

- time, upgrades or other changes;

Actively monitor and coordinate the progress of all jobs in the queue to ensure that customer needs and expectations are met within agreed timeframes.
Recommend, enhance and document procedures and standards that will improve service delivery to customers.
Recommend improvements and initiatives to improve the use of information technology within the Queensland Building Construction Commission.
Provide exceptional customer service to all staff of the Queensland Building Construction Commission and external customers.
Highly developed interpersonal communication skills applicable to providing support in a customer focussed information technology environment including the ability to accurately advise, consult and negotiate with staff and clients at all levels and service providers on behalf of customers.
Demonstrated analytical and problem solving abilities for identifying, defining and solving operational problems in their current role through to completion.
Demonstrated commitment to achieving organisational excellence through working in partnership with team members and other teams.

For further information about the role please refer to the Role Description and Information for Applicants attachments.
Applications to remain current for 12 months.

Job Ad Reference:
QLD/463062

Advertising closes Sunday 8th January 2023.This work is licensed under a Creative Commons Attribution 3.0 Australia License.