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Technology Support Officer

Remote: 
Full Remote
Work from: 
Australia

Offer summary

Qualifications:

Strong IT skills, Exceptional client service skills, Experience in Microsoft environments, None.

Key responsabilities:

  • Provide operational support to users and prisoners
  • Develop and maintain ICT documentation
Queensland Corrective Services logo
Queensland Corrective Services http://corrections.qld.gov.au
5001 - 10000 Employees
About Queensland Corrective Services
Queensland Corrective Services is a top tier forward thinking public safety agency. We are committed to using evidence-based best practice to ensure officer safety, reduced recidivism and improved outcomes for offenders. We provide end-to-end supervision of offenders, with custodial and community corrections working together in partnership to achieve positive outcomes. As a professional, transparent and accountable learning organisation, we are committed to the humane containment, supervision and rehabilitation of offenders. People are at the heart of our business, and officer safety is an absolute priority. Everyone deserves a safe workplace, and we have a duty of care to provide safe environments for officers and the offenders in our custody and supervision. We expect the highest degree of professionalism and ethical behaviour from our officers at all times. We manage approximately 28,000 of the most challenging and difficult people in our community. Nearly 20,000 of those are managed by Community Corrections officers who work in the community and play a vital role in reducing recidivism. Every day, our work makes Queensland a safer place to live and work. Our officers are committed, professional and innovative.
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Job description

Queensland Corrective Services is seeking an individual with an outstanding attitude, strong IT skills and desire to expand their career within customer focused service centre environment. If you possess exceptional client service skills and have a passionate and dynamic approach to your role, and then we would like to hear from you.

In This Role You Will

  • Fulfil the responsibilities of this role in accordance with QCS values as outlined above.
  • 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 allocated 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.
  • Update, 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.
  • manage ICT assets, including prisoner tablets, by ensuring relevant information is recorded accurately and inventory remains current.
  • Undertake administrative duties as directed by the Business & Technology Manager as required from time to time.

Applications to remain current for 12 months.

Job Ad Reference: QLD/614097/25

Closing Date: Friday, 24 th January 2025

Occupational group IT & Telecommunications

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

System SupportDevelopment EnvironmentTier 2 Technical SupportTier 1 Technical SupportTechnical SupportIncident ManagementTechnical DocumentationKnowledge Base

Other Skills

  • Customer Service
  • Verbal Communication Skills
  • Organizational Skills
  • Time Management
  • Teamwork
  • Problem Solving
Are you interested?

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