Description:
Are you looking for a role with an IT career pathway? This could be the role you are looking for!The Administrative Review Tribunal (ART) is currently seeking applications for a Senior Level 1 and 2 Support Officer, to join the Enterprise Technology Group in the Enterprise Service Desk team.
This full-time ongoing position will be located in the Melbourne CBD and will provide support across all our state locations. Please be advised that the position is required to be on site, full-time.
Reporting to the Team Leader, Service Desk, the Senior Level 1 and 2 IT Support Officer will manage the Service Desk and ensure ITIL processes are followed, especially with regard to incident management and the communication of solutions and technical knowledge.
About the ART:
The Administrative Review Tribunal (ART) plays a crucial role in the Australian legal landscape, providing a process for individuals and organisations to seek an independent review of decisions made under a wide range of Commonwealth laws.
You can learn more about the ART on the ART website.
What we offer:
- Flexible working options, including flexi-time and remote working to support you with your commitments outside of the ART.
- Competitive salary including generous superannuation employer contribution of 15.4%.
- Salary packaging options.
- Gym membership payment plan.
- Supportive career development opportunities.
- Holistic health and wellbeing support including free annual influenza vaccinations and free eye tests.
- Christmas to New Year office closure with no deduction from your leave balance.
- Employee Assistance Program for you and your family.
- Positive and inclusive culture.
Read our Enterprise Agreement for more information about our terms and conditions of employment.
The key duties of the position include
- Service delivery: Provide high quality, responsive and timely 1st and 2nd level IT support to members and staff of the ART.
- Delivery and stakeholder management: Foster effective and productive working relationships with internal and external ART stakeholders. Liaise with external service providers in relation to support arrangements, procurement, invoicing, and project tasks as required.
- Advice and education: Provide team members and clients at all levels with specialist technical advice, ensuring advice is clear, targeted, and educative. Assist with developing and delivering training and producing self-help and user guides.
- Management support: Support the Team Leader in ensuring technology support follows ITIL principles and is managed efficiently, balancing resources, time, and cost. Provide advice and support to the Team Leader in automating Service Desk tasks and solutions. Ensure all procedures are fit for purpose, drafting revised procedures for Team Leader consideration where deficiencies are identified.
We offer a clear career pathway for the right candidate from the service desk, into other IT teams such as Cyber Security, Network and Systems Administration/Engineering, Application Development and Support as well as Project Management.
To be successful in this role you will have:
- Demonstrated experience acting as a routine contact point for customers, handling a wide range of inquiries and service requests, performing the initial investigation, and resolving the issues where possible or escalating as needed.
- Extensive experience in monitoring and managing incident queues to ensure incidents are handled according to procedures and service levels.
- Proven capability in installing or removing hardware and/or software, using supplied installation instructions and tools.
- Proven capability in following agreed procedures to identify and resolve issues with applications.
- Extensive experience in investigating and resolving problems in systems, processes, and services. Proven capability in determining problem fixes and remedies.
18 Mar 2025;
from:
uworkin.com