Job Description
The Senior Enterprise Technology Group Support Officer is 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.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 AAT service catalogue.PRIMARY ACCOUNTABILITIESService delivery: Provide high quality, responsive and timely 1st and 2nd level IT support to members and staff of the AAT. 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 AAT 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 AAT’s systems and information assets, ensuring compliance with AAT 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.Estimated start date: Monday, 19 August 2024Initial contract duration: 12 MonthsExtension term: Not applicableLocation of work: QLDWorking arrangements: 5 Days onsite expectedSecurity clearance: Must be able to obtain BaselineMaximum number of candidates per seller: 6RequirementsEssential criteriaCustomer Service Support CSMG – Level 3: Managing and operating service desk functions. o Acts as the routine contact point, receiving and handling requests for support. o Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. o Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. o Contributes to creation of support documentation.Incident Management USUP – Level 4: Coordinating responses to incident reports, minimising negative impacts and restoring service as quickly as possible. o Ensures that incidents are handled according to agreed procedures. o Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. o Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. o Contributes to testing and improving incident management procedures.Problem Management PBMG – Level 4: Managing the life cycle of all problems that have occurred or could occur in delivering a service. o Initiates and monitors actions to investigate and resolve problems in systems, processes and services. o Determines problem fixes and remedies. o Collaborates with others to implemented agreed remedies and preventative measures. o Supports analysis of patterns and trends to improve problem management processes.IT Infrastructure ITOP – Level 2: Deploying, configuring and operating IT Infrastructure. o Carries out routine operational procedures, including the execution of specified automation tools/scripts. o Amends existing automation tasks under supervision to gain a basic understanding of the scripting language/automation tools. o Contributes to maintenance and installation. Monitors and reports on infrastructure performance to enable service delivery. Resolves issues or refers to others for assistance.Systems Installation and Removal HSIN – Level 3: Installing and testing, or decommissioning and removing, systems or system components. o Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client. o Uses standard procedures and diagnostic tools to test installations, correct problems, and document results. o Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation. o Contributes to the development of installation procedures and standards.Application Support ASUP – Level 3: Delivering management, technical and administrative services to support and maintain live applications. o Follows agreed procedures to identify and resolve issues with applications. o Uses application management software and tools to collect agreed performance statistics. o Carries out agreed applications maintenance tasks.QUALIFICATIONS: Mandatory: Academic or Vocational certification in Technology and/or appropriate industry better practice standards and frameworksDesirable criteriaITIL Framework CertificationVocational certification in Microsoft TechnologyScrum certification.PowerData Group Consulting
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