Job description
Brisbane based Federal Government department are seeking an experienced Level 1 & 2 Support Officer to act as an escalation point for complex enquires. The role will assist the Team Leader to manage the Service Desk, and ensure ITIL processes are followed, including incident management and the communication of solutions and technical knowledge. The role will involve:
Providing high quality, responsive and timely 1st and 2nd level IT support to members and staff.
Assisting the Team Leader in monitoring and managing the Service Desk system and roster, including providing guidance to the Service Desk team.
Serving as an escalation point for complex inquiries, prior to reallocation to other ETG teams, including compliance with policies and best practice ITSM frameworks.
Fostering effective and productive working relationships with internal and external stakeholders.
Liaise with external service providers in relation to support
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