Support Analyst

Provide high-level administration, support, advice, and ongoing maintenance of the department's ICT infrastructure, including hardware, software, and mobile devices to clients in Central Queensland and the surrounding regions. Assist the department's ICT Service Desk as needed.
Ensure that support, maintenance, and solutions are provided within a managed framework, including but not limited to Information Technology Infrastructure Library (ITIL).
Manage all client interactions within an incident tracking system.
The Key Responsibilities Of The Role Are:
Ensure that the information of supported agencies is managed in accordance with Departmental Information Security policy and Standards to ensure its confidentiality, availability, and integrity.
Liaise and negotiate effectively with internal and external stakeholders in relation to day-to-day operations and projects, emphasizing a customer service approach and coordinating staff to resolve information technology problems/issues that are escalated, while managing competing priorities.
Provide technical expertise to enable the correct application of operational procedures, contribute to the planning and implementation of ICT infrastructure, hardware, and software maintenance and installation work. Identify operational problems and contribute to their resolution, providing appropriate information to specialists, users, and managers.
Contribute to the collection, review, prioritization, and subsequent actioning of Change Requests, including the provision of written high-level critiques of such requests, and where necessary, the development of high-level solutions.
Carry out agreed operational procedures and identify operational problems, contributing to their resolution for regional clients and through assistance to the department's ICT Service Desk.
Provide out-of-hours technical support where required.
Travel within the Central Queensland region as needed.
Applications to remain current for 12 months.
Job Ad Reference: QLD/592709/24
Closing Date: Friday, 4th October 2024
Occupational group: IT & Telecommunications
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