We are looking for an experienced AO4 Senior Service Desk Officer for our business unit, Information and Technology Partners (ITP). The Senior Service Desk Officer will be part of a dedicated team of ICT professionals responsible for providing phone queue staff with technical advice and guidance, to support the delivery of ICT services to our partners.

ITP is hosted by the Department of Primary Industries (DPI) and delivers information technology and information management services to 7 government agencies. Our purpose is to provide effective and innovative services as a trusted, strategic partner distributing smart, secure and seamless solutions. We connect people, processes, information and technology to deliver better outcomes for Queensland.

Job details

The opportunity

As our Senior Service Desk Officer, you will quality check jobs before escalation to other teams, reallocate jobs to reflect workloads and staff capabilities, and provide day-to-day feedback to staff and supervisors on skills and knowledge development in Service Desk to enhance first level resolution. You will work with other Service Desk staff to develop and enhance training materials and on-boarding materials.

You will also be responsible to:

• Gather and log information to support escalated incident management investigations and resolution by other ITP teams.

• Create and update Service Desk Knowledge Base articles and contribute to the development and implementation of service improvement initiatives.

• Demonstrate personal qualities which contribute to the effective operation of a client-centric team and undertake continuous improvement service delivery initiatives and projects.

• Participate in after-hours Service Desk roster.

What we are looking for (qualifications, registrations, experience)

• Participation in the Service Desk on-call roster.

• Experience in customer service roles in an ICT support environment.

• Ability to critically think, investigate and resolve basic and complex ICT service enquiries.

• Excellent verbal and written communication skills, allowing you to connect and develop rapport with customers and peers, and diplomatically resolve escalated customer service matter.

• Demonstrated ability to work independently on both routine and more challenging tasks.

• Demonstrated experience working productively in a busy team environment.

• You must have the legal right to live and work in Australia.

Why work for DPI

You will enjoy a variety of benefits DPI have to offer, including:

• Attractive salary + 12.75% super • Get work-life balance flexibility and support you need to thrive, with up to 50% WFH

• Follow your path wherever it leads with our learning and development opportunities

• Work with passion and purpose • Have a tangible impact, for today and tomorrow

• Enjoy interesting, diverse work • Enjoy role clarity and role autonomy

• Be part of our one, diverse DPI.

Learn why our people choose DPI and more importantly why they stay.

Find purpose you feel, impact you see and a legacy you bring to life.

Applications to remain current for 12 months.             

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.
Two Permanent Full-time positions available

Documents

Before applying for this vacancy please ensure you read the documents below.

• dpi-candidate-information-pack (PDF, 307KB)
  
  
  677241 26 Role Description (Word, 239KB)