Service Desk Officer

The ECQ is looking for ICT Service Desk Officer to join the ICT Operations Team.
The role sits within an established Service Desk and provides support to customer request and involves a high level of collaboration with operational areas in relation to information technology services and needs. The role will contribute to ensuring the stability, integrity and efficient operation of the network, infrastructure, and business applications.
As a member of the Digital technologies Division, you are responsible for contributing to the overall success of the ECQ as a modern professional statutory authority. The successful candidate will also contribute to preparation and successful conduct of electoral events.

About You

As Service Desk Officer, your passion for excellent customer service will be evident as you handle support cases from initiation until resolution., providing a positive customer experience. You will also demonstrate good technical troubleshooting skills with experience in supporting deployment and management of IT hardware and Software. Applicants must have good time management, communication skills, possesses a commitment to ongoing growth, innovation and display adaptability and a willingness to learn from new experiences.

Your contribution

• Diagnose and resolve Level 1 and 2 technical issues across the business using a broad range of modern technologies.
• Support various ICT software including Microsoft operating systems (desktop/server), desktop productivity applications, project management tools, and a range of business systems including financial and GIS systems.
• Support various ICT hardware, including technology infrastructure, desktop and mobile computing, printers, and telephony.
• Follow procedures carefully and accurately to support business-as-usual tasks, election specific project activities, and technology deployments.
• Lead various small technology deployment projects to support continual improvement and election event activities.
• Plan and deliver reliable and cost-effective ICT solutions dealing with a range of technology vendors and suppliers.
• Create and update documentation for both ICT and business consumption to maintain a high level of process and implementation documentation.
• Manage tasks based on defined SLAs and following ITIL processes.
• Take part in various IT projects to support continual improvement and election event activities.
• Maintain an up-to-date knowledge and understanding of the department's business activities, ICT environment, and developments and trends in information technology.
• Consistently display the ECQ and Queensland Government values, ensuring that these are upheld at all levels of the organisation.

You may also have

• Whilst there are no mandatory qualifications for this role, knowledge of a regulatory environment and experience in customer service, is highly desirable.
• 12+ months experience on IT Service Desk environment.
• Experience in administering and working with Office 365, Active Directory and other cloud vendors.

What we are looking for

The Queensland Public Service Leadership Competencies for Queensland apply to all positions within the ECQ. This role is mapped to the Individual Contributor profile.

Your capability for this role will be assessed against the following leadership competencies that relate to the above tasks:

• Stimulates ideas and innovation: Gathers insights and embraces new ideas and innovation to inform future practice.
• Makes insightful decisions: Makes considered, ethical and courageous decisions based on insight into the broader context.
• Builds enduring relationships: Builds and sustains relationships to enable to collaborative delivery of customer-focused outcomes.
• Drives accountability and outcomes: Demonstrates accountability for the execution and quality of results through professionalism, persistence and transparency.
• Demonstrates sound governance: Maintains a high standard of practice through governance and risk management.

Applications to remain current for 12 months.
Job Ad Reference:QLD/543969/24
Closing Date: Friday, 23 February 2024