Job description
Brisbane based Federal Government department are seeking an experienced Level 1 & 2 Support Officer to act as an escalation point for complex enquires. The role will assist the Team Leader to manage the Service Desk, and ensure ITIL processes are followed, including incident management and the communication of solutions and technical knowledge.
The role will involve:
This role is for a 12-month assignment with view to extension. Applicants will be required to attend the Brisbane CBD office 5 days per week.
Please note: applicants must be able to obtain and maintain a Baseline Security Clearance and hold Australian Citizenship to be considered for the role.
To express interest, please Apply Now by clicking the available link.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
The role will involve:
- Providing high quality, responsive and timely 1st and 2nd level IT support to members and staff.
- Assisting the Team Leader in monitoring and managing the Service Desk system and roster, including providing guidance to the Service Desk team.
- Serving as an escalation point for complex inquiries, prior to reallocation to other ETG teams, including compliance with policies and best practice ITSM frameworks.
- Fostering 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.
- Supporting the Team Leader in ensuring technology support follows ITIL principles and is managed efficiently, balancing resources, time and cost.
- Providing advice and support to the Team Leader in automating Service Desk tasks and solutions.
- Providing team members and clients at all levels with specialist technical advice, ensuring advice is clear, targeted and educative.
- Assisting with developing and delivering training and producing self-help and user guides.
- Managing and operating service desk functions:
- Coordinating responses to incident reports, minimising negative impacts and restoring service as quickly as possible.
- Managing the life cycle of all problems that have occurred or could occur in delivering a service.
- Deploying, configuring and operating IT Infrastructure.
- Installing and testing, or decommissioning and removing, systems or system components.
- Delivering management, technical and administrative services to support and maintain live applications.
- Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client.
- Delivering management, technical and administrative services to support and maintain live applications.
- ITIL Framework Certification
- Vocational certification in Microsoft Technology
- Scrum certification.
This role is for a 12-month assignment with view to extension. Applicants will be required to attend the Brisbane CBD office 5 days per week.
Please note: applicants must be able to obtain and maintain a Baseline Security Clearance and hold Australian Citizenship to be considered for the role.
To express interest, please Apply Now by clicking the available link.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.