Service & Support Officer - Brisbane, Australia - Office of Industrial Relations

Office of Industrial Relations

Verified Company

Brisbane, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Key responsibilities

Third level support for approved software and hardware for the OIR in accordance with Managed Operating Environment (MOE) and Standard Desktop guidelines.
Contribute to the effective management of ICT services through the support of: o extensive local area networkso personal computers and associated peripheralso various iOS deviceso operating systems (Windows 10, iOS, MacOS)o video conferencing equipmento Voice Data Mobility (VDM) solutionso Collaboration Toolso Department specific hardware and software.o Coordinate the provision of ICT services and supplies from internal and external providers.
Coordinate activities so that outcomes are achieved in an effective and efficient manner
Develop operational policies, practices and standards documentation in accordance with quality management principles.
Provide support to Senior Service and Support Officer and Service Desk team members
Provide advice on ICT related issues and asset management within corporate policy.
Maintain an uptodate knowledge and understanding of the department's business activities, ICT environment, and developments and trends in information technology.

This role reports to the Senior Service and Support Officer.
How you will be assessed

We'll assess your merit for this role by looking at what you've done previously - the knowledge, skills and experience you've built, your potential for development and your personal qualities.

We'll consider how well you:

Workforce Planning: Contributes to the development of the workforce planning approach. Oversees and reviews the implementation of workforce plans. Maintains a skills and capability inventory and identifies options for closing gaps.

(WFPL:

Level 5 SFIA)

Knowledge Management: Provides advice, guidance, and support to help people to adopt and embed knowledge management. Contributes to the definition of policies, standards, and guidelines for knowledge management.

(KNOW:

Level 5 SFIA)

Service level management: Ensures that service delivery meets agreed service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.

(SLMO:

Level 5 SFIA)

Innovation: Develops and adapts innovation tools, processes and infrastructures to drive the process of innovation. Identifies resources and capabilities needed to support innovation.

(INOV:

Level 5 SFIA)

Incident management: Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners to minimise probability of recurrence, and contributes to service improvement. Analyses metrics and reports on the performance of the incident management process.

(USUP:

Level 5 SFIA) Mandatory requirements / special conditions

Possession of a current 'C' class driver's licence will be necessary due to the need to undertake regular onsite support.

Desirable:

Industry qualifications in Microsoft Windows, Microsoft Active Directory, Microsoft Office Productivity Suite and ITIL.

Applications to remain current for 12 months.

Job Ad Reference:
QLD/463468/22

Closing Date:
Monday, 23rd January 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.