AddressAs Systems Officer, you will provide first level support for applications and information communication and technology (ICT) equipment such as personal computers, laptops, network servers, printers, and remote access devices.
Your contribution
Using your understanding and experience in ITI you will:
- Provide prompt service to internal and external customers while meeting service level agreements (SLAs)
- Provide high quality advice and assistance to QLeave in the procurement of ICT equipment
- Provide technical support across a diverse range of technology from end user support to complex service and network problems
- Provide information, advice and recommendations regarding device and service selection to assist users in making the correct decisions for their specific business requirements
- Provide support and service management functions for the department's mobile device fleet, unified communications systems (including voice, instant messaging, presence) and audio-visual systems
- Undertake daily operational tasks such as system backup maintenance and verification, email/firewall/website gateway management and user account maintenance
- Respond to and resolve ICT Services service desk tickets within SLA's
- Support the Information Technology & Innovation team in implementing projects, business process improvements, and business continuity and disaster recovery activities
- Support the activities of the ICT Services and Security team
- Share knowledge with the AO3 IT Support Officer
- Maintain effective working relationships and communication with internal and external stakeholders
- Maintain effective documentation on work processes, procedures and policies
- Monitor and enforce user compliance with information services security policies and procedures
- Ensure all work that is performed is in line with the QLeave ICT & Security procedures Review user requests and analyse trends to make recommendations for process improvement
- Support the management of ICT assets by assisting with the purchase, maintenance and disposal of assets, and undertaking audits and stock takes of hardware and software
- Contribute to the development and commitment to ethical behaviour and QLeave's corporate values
- Undertake other tasks and duties as instructed by the Manager Information Technology and Innovation or as delegated in accordance with QLeave's Delegations and Authorisation Manual.
This position reports to the Team Leader, ICT Services and Security.
What we are looking for
QLeave appointments are merit-based and will be assessed by looking at what you have done previously—the knowledge, skills and experience you have built, your potential for development, and your personal qualities.
For this role, we will consider how well you:
- provide support and troubleshoot ICT issues to resolution, particularly in relation to first level enquiries and issues and second level escalations
- follow system maintenance tasks to deliver agreed high level of systems availability
- respond to stakeholder needs and expectations and ensure the relevant people are kept informed of progress, risk and issues
- build and sustain positive working relationships with team members and customers
- listen to customer and colleagues and share information to ensure others are kept informed of issues
There are no mandatory qualifications for this role.
Interested in applying?
We strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.
If you require more information or a confidential discussion about the role, please contact Jason Spectre.
To enable us to assess your suitability, your application must include:
- a detailed resume outlining your qualifications, relevant experience and achievements
- a brief letter (1 - 2 page) highlighting your motivation for the role and evidence which demonstrates your ability to meet its specific requirements.
We offer:
- Competitive salary and benefits, including generous leave entitlements and salary packaging options
- A progressive work environment that celebrates diversity, equity and inclusion
- Health and well-being initiatives, including annual flu vaccinations, and an Employee Assistance Program
- Study assistance scheme
