This role supervises a team of ICT technical specialists of a customer service/help desk function and provides application maintenance and IT support directly to system users and prisoners at Lockyer Valley Correctional Centre (e.g. through provision of advice, user training, correction of faults, site-specific modifications, spares pool management).
Key Responsibilities: Follow defined service quality standards to ensure high quality customer service to QCS users and prisoners. Provide high level ICT technical expertise, support and administration across End User Computing by maintaining the operational environments that supports the business. Providing regular application patching to ensure Essential Eight compliance. 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. Provide support and assistance to the team in the clarification and prioritisation of tasks by ensuring assigned priorities are met in accordance with defined service levels. Effectively supervise and manage ICT suppliers by adhering to policies and procedures and seeking collaborative opportunities to improve service provision. Effectively supervise/mentor a technical team by adhering to unit and organisational goals, and procedures. Represent QCS in communications with senior stakeholders across QCS as required and provide an escalation point to resolve and provide solutions on the more difficult customer and prisoner technology issues. Assist management in the decision-making process by preparing technical reports, specifications and trend analysis within the unit. Contribute to quality certification and assurance processes, and ensure adherence to required QCS ICT change management practices. 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. Applications to remain current for 12 months. Job Ad Reference: QLD/609954/24 Closing Date: Monday, 6th January 2025 Occupational group: IT & Telecommunications
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