• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe, services and workplaces.
• Provide operational support (on-site and remote) to QCS users and prisoners as required in a primarily Microsoft environment.
• Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
• Provide a level of training of the QCS desktop environment and applications to QCS end users where required.
• Provide a level of training of the prisoner tablet environment and applications to prisoners where required.
• Develop and maintain QCS ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support and participate on the contact centre as a primary method of incident resolution.
• Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise and allocate tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
• Provide timely support to users and prisoners by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
• Develop, maintain and work within procedures for the maintenance of one or more technical domains.
• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
• Meet enterprise service levels by applying QCS ITSM processes.
• Ability to supervise staff in the delivery of high-quality ICT support by ensuring standards and procedures are adhered to.
• Manage ICT assets, including prisoner tablets, by ensuring relevant information is recorded accurately and inventory remains current.

Applications to remain current for 12 months.

Job Ad Reference: QLD/654586/25

Closing Date: Friday, 29th August 2025