As the Senior Desktop Support Officer, you will:

• Actively participate in a responsive and effective incident and problem resolution service that will minimize disruptions and meet agreed performance targets for CITEC's desktop environment including peripheral devices.
• Maintain high levels of professional communication with clients and management regarding desktop service requirements to ensure the provisioning of a timely, cost effective and efficient service to CITEC.
• Mentor, support and provide technical leadership by working cooperatively with both first level (Service Centre) and third level (Microsoft Support Services) support teams to continually improve the value of desktop support services to CITEC and CITEC's clients through the provision of appropriate, efficient and effective product and services
• Follow established processes on incident management and escalations through the Service Management request/incident management application (ServiceNow)
• Assist in the planning, development and execution of strategies for the provision of client valued, integrated and effective technology services
• Provide a high level of customer service in the technical support of both hardware and software to solve problems reported through the IT Service Desk and provide necessary feedback to clients during problem solving
• Actively participate in a working environment in which high quality services are delivered to clients through fostering adherence to the quality system documentation, continually seeking improvements in the way in which work is undertaken and aligning with recognized leading IT practices such as ITIL
• Ensure CITEC change management and desktop governance processes are followed to maintain a manageable and available desktop environment.
• Ensure adherence to the quality system documentation, and continually seek improvement in the way in which work is undertaken.

To thrive in this role, you will need to demonstrate the following:

• Demonstrate high-level technical expertise in the installation, configuration, operation and maintenance of personal computers, peripheral devices and local area networks, their respective operating systems, PC software products (such as Windows, Microsoft Office, Intune etc.) together with demonstrated diagnostic and problem resolution skills.
• Be the primary support role responsible for Community Recovery (CR) support, including ensuring the CR devices are maintained with current applications and are ready for deployment.
• Solve problems, make decisions, initiate new ideas and creative alternatives to achieve organisational goals.
• Demonstrate experience and ability to deliver high quality customer service in an information technology environment.
• Meet deadlines, set and achieve realistic goals and establish work priorities, either individually or in a team environment.
• High level oral and written communication skills to enable effective interaction in individual and group situations and the ability to maintain relevant system documentation and produce technical reports/documents for management.

Job Ad Reference: QLD/631251/25

Closing Date: Monday, 28 April 2025