AddressThe Queensland Reconstruction Authority (QRA)'s vision is to build a more disaster resilient Queensland.
Our Digital Services and ICT team is responsible for the design, operation, and management of digital services, ICT infrastructure, electronic assets, databases, systems support and management of associated contracts and service providers.
Close working interaction is required with the Information Management and Security function.
We have two vacant Senior ICT Support Officer roles responsible for the effective management of incidents and service requests for QRA staff across a range of custom applications, devices and platforms to ensure a swift return to service.
QRA's Senior ICT Officers provide Desktop and application support to all business areas by bringing a flexible approach to service delivery. In these roles the successful candidates will:
- Participate as part of the ICT team, contributing to the operational efforts of the wider team.
- Act as a senior member of the ICT team and provide guidance and knowledge to fellow staff and the wider business.
- Act as a point of resolution, expertise and escalation for matters relating to complex ICT requests or problems.
- Undertake general ICT support of the QRA environment consisting of Office365, Microsoft Dynamics, device, and user management, utilising the following ITIL methodologies:
- Queue management.
- Knowledge management
- Incident & Problem management.
- Change and Configuration management.
- Monitor and manage several service portals required for the delivery of service to QRA via managed service provider and other third parties, including the tracking of hardware and software assets.
- Manage end user mobility fleet including mobile and laptop devices and all associated management and configuration platforms.
- Follow, improve, and document user administration and desktop support processes and procedures to a high standard.
- Provide specialist knowledge and skill in the onboarding of new users and devices to approved management platforms.
- Provide first level support for QRA's custom application, systems, and related processes (Microsoft Dynamics).
- Conduct periodic software and hardware asset audits against approved managed service portals, and act on related processes (e.g., hardware disposals) to ensure system and physical security of business assets is maintained.
- Provide ad hoc and scheduled reporting on all audits conducted in support of the business.
- Research and recommend technical solutions and oversee projects to on-board new products related to end user software and hardware.
- Develop and maintain collaborative and productive relationships with internal and external managed service providers and stakeholders that contribute to or have necessary involvement in the operation and management of QRA's ICT environment.
- Adhere to all relevant legislation, policies, procedures, and guidelines including information security.
To find out more about QRA visit our website, or reach out to the contact officer for more information about this role.
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