Your new company

This department is responsible for reviewing decisions made by different government bodies. It offers an independent and unbiased platform for individuals to contest administrative decisions. The department deals with a variety of issues, such as social security, taxation, immigration, and veterans’ affairs. Its aim is to ensure that decisions are fair, just, and legally sound. The process usually includes a hearing where both sides can present their arguments, after which the department makes a decision based on the evidence and relevant laws.

Your new role

The IT Support Officer is tasked with delivering high-quality, prompt, and effective 1st and 2nd level IT support to both members and staff. This position supports the Team Leader in managing the Service Desk and ensures adherence to ITIL processes, particularly in incident management and the dissemination of solutions and technical knowledge. Located in the Adelaide registry, this role also serves as an escalation point for complex inquiries and contributes to developing expertise necessary for managing the service catalogue effectively.

• Service Delivery: Deliver prompt and high-quality 1st and 2nd level IT support to members and staff. Assist the Team Leader in managing the Service Desk system and roster, and guide the Service Desk team. Act as an escalation point for complex inquiries, ensuring compliance with policies and ITSM best practices.
• Delivery and Stakeholder Management: Build effective relationships with internal and external stakeholders. Represent the team in various projects and meetings. Ensure the security and integrity of systems and information, complying with relevant policies and standards.
• Management Support: Help the Team Leader ensure IT support adheres to ITIL principles and is managed efficiently. Provide advice on automating Service Desk tasks and draft revised procedures when needed.

What you'll need to succeed

• Customer Service Support: Manages service desk functions, handles support requests, develops standards, and creates support documentation.

• Incident Management: Coordinates incident responses, prioritizes and diagnoses incidents, seeks resolutions, and improves incident management procedures.

• Problem Management: Manages the lifecycle of problems, investigates and resolves issues, implements remedies, and analyzes trends to enhance processes.

• IT Infrastructure: Deploys, configures, and operates IT infrastructure, performs routine procedures, and monitors performance.

• Systems Installation and Removal: Installs, tests, decommissions, and removes systems or components, follows standard procedures, and develops installation standards.

• Application Support: Provides technical and administrative support for live applications, resolves issues, collects performance statistics, and performs maintenance tasks.

• Qualifications: Requires academic or vocational certification in technology or relevant industry standards and frameworks.

• Australian Citizenship/ Baseline Clearance

Desirable criteria

• ITIL Framework Certification • Vocational certification in Microsoft Technology • Scrum certification.
  
  

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information.

At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.