support officer (level 1 & 2).

• 12 month contract engagement
• 5 days per week on-site at Brisbane CBD office
• Candidates must be Australian citizens
• Must be eligible to obtain Baseline security clearance

The role

Our Federal Government client is seeking a Support Officer who will be 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 client's service catalogue.

Main role responsibilities

• Service delivery: Provide high quality, responsive and timely 1st and 2nd level IT support to members and staff. 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 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 the client’s systems and information assets, ensuring compliance with client 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.

How to apply:

Please hit the apply button or for more information contact Fred Barnes at Randstad Digital on 0402 299 590.

At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.