Your Key Responsibilities:

• Provide first-contact support services to CTS clients via multiple channels including phone, Service Now, Microsoft Teams, and in-person.
• Provide customer service/help desk function and provide application support directly to the Judiciary and their support staff, (e.g., through provision of advice, user access, user training, correction of faults).
• Provide responsive technical support in the investigation and resolution of client incidents.
• Provide technical knowledge and skills in the fulfilment of requests from clients.
• Provide second-level desktop support and request services including installation of desktops, laptops, and printers.
• Provide application support and one-on-one user training for common Microsoft Office products and key Courts applications.
• Develop knowledge-based articles for regular client enquiries to assist clients self-serve solution.
• Maintain an awareness of current and emerging whole of Government ICT through researching of strategies, policies, standards, and of relevant technologies and industry best practice.
• Use your initiative and proactive approach to identify opportunities that will continually improve delivered services.

Technical skills, abilities and cultural capability:

• Ability to use a source to find specific information.
• Ability to recall important and commonly used information from the source.
• Intermediate, Advanced or Proficient skills in computer applications.

Applications to remain current for 12 months.

Job Ad Reference: QLD/631521/25

Closing Date: Tuesday, 29th April 2025