The Customer Services Officer key responsibilities are:

• Act as a quality point of contact for clients for ICT incidents and requests, applying client service standards to resolve or escalate clients' service problems. Strong client service delivery-focus with good time management skills and sound written and oral communication and liaison skills including with other support teams and vendors.
• Action second level ICT service requests and faults by providing information to enable fulfilment or resolution. Possess sound analytical and problem-solving skills and the ability to perform mobility and unified communication troubleshooting by providing triage and diagnosis.
• Follow agreed procedures to prioritise and diagnose incidents, answer questions, resolve incidents. Maintains records, including accurate assessing, classifying and prioritising tickets and advises relevant persons of action. Contribute to creation of support documentation.
• Inform users about processes and advise relevant persons of actions taken. Respond and resolve all incidents and requests within the specified service level agreements. Liaising with other support teams as required to assist with resolving incidents and fulfil requests within service obligations.
• Provide technical support and assistance to iPhone fleet replacement activities across the supported Departments.
• Applicants are required to participate in a 24 x 7 On Call Roster and to travel as needed.

Role specific/technical skills:

• Proven experience in ICT concepts, practices and frameworks, including ITIL, incident, problem and knowledge management and support.
• Proven support of ICT infrastructure, hardware and software in an enterprise network.
• Proven experience using both Microsoft and Apple technologies including desktops, laptops, tablets and iPads.
• Experience in the administration of systems such as Microsoft Intune, Apple Configurator, Microsoft Teams, Telstra IP Telephony (TIPT), ServiceNow and Active Directory.
• Familiarity with hardware such as Surface Hubs, Polycom headsets and handsets.

Applications to remain current for 12 months.

Job Ad Reference: QLD/629637/25

Closing Date: Wednesday, 16th April 2025