Experis are proud to be partnering with a government client who are looking to recruit a Support Officer who will be responsible for providing high quality, responsive and timely 1st and 2nd level IT support to members and staff. The role will assist the Team Leader to manage the Service Desk, and ensure ITIL processes are followed, especially with regard to incident management and the communication of solutions and technical knowledge.

PLEASE NOTE THIS ROLE WILL BE BASED IN THE OFFICE 5 DAYS A WEEK AND AS SUCH PLEASE ONLY APPLY IF YOU ARE HAPPY WORKING IN THE OFFICE FULL TIME.

The role is expected to act as an escalation point for complex enquires, and the development of subject matter expertise in areas required for the effective management of the service catalogue.

DUTIES:

• Service delivery: Provide high quality, responsive and timely 1st and 2nd level IT support to members and staff. Assist the Team Leader in monitoring and managing the Service Desk system and roster, including providing guidance to the Service Desk team. Serve as an escalation point for complex inquiries, prior to reallocation to other ETG teams, including compliance with policies and best practice ITSM frameworks.
• Delivery and stakeholder management:Foster effective and productive working relationships with internal and external stakeholders. Liaise with external service providers in relation to support arrangements, procurement, invoicing and project tasks as required. Represent the ETG in projects, meetings, forums, etc. Maintain the security, confidentiality, integrity, availability and accountability of the systems and information assets, ensuring compliance with the organisation and whole of government policies and standards.
• Management support: Support the Team Leader in ensuring technology support follows ITIL principles and is managed efficiently, balancing resources, time and cost. Provide advice and support to the Team Leader in automating Service Desk tasks and solutions. Ensure all procedures are fit for purpose, drafting revised procedures for Team Leader consideration where deficiencies are identified.
• Advice and education: Provide team members and clients at all levels with specialist technical advice, ensuring advice is clear, targeted and educative. Assist with developing and delivering training and producing self-help and user guides. Provide planned or ad hoc training for clients with varying technical competencies.

REQUIREMENTS:

Please note as this is for a government client and as such you will need to be an Australian Citizen to be considered for this vacancy.

Essential criteria

• Customer Service Support CSMG - Level 3: Managing and operating service desk functions.
• Incident Management USUP - Level 4: Coordinating responses to incident reports, minimising negative impacts and restoring service as quickly as possible
• Problem Management PBMG - Level 4: Managing the life cycle of all problems that have occurred or could occur in delivering a service.
• IT Infrastructure ITOP - Level 2: Deploying, configuring and operating IT Infrastructure
• Systems Installation and Removal HSIN - Level 3: Installing and testing, or decommissioning and removing, systems or system components.
• Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client.
• Application Support ASUP - Level 3: Delivering management, technical and administrative services to support and maintain live applications.

Desirable criteria

• ITIL Framework Certification * Vocational certification in Microsoft Technology * Scrum certification.

If the above looks of interest, please make an application and Experis will be in contact with you.

Rowan Mollison
Senior Consultant, Experis

ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

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Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroup

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856