Queensland Corrective Services (Organisation site)Digital Service Delivery; Digital Services and Information Technology Group; Organisational Capability; BrisbaneThe Digital Services & Information Technology Group 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, then we would like to hear from you.ResponsibilitiesFulfil the responsibilities of this role in accordance with QCS values.Follow defined service quality standards, occupational health and safety policies and procedures.Provide operational support (on-site and remote) to QCS sites as required in a primarily Microsoft environment.Configure/install/monitor/support/manage the ICT environments by high level technical expertise.Provide training of the QCS desktop environment and applications to QCS end users 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 clients by conducting thorough investigation and diagnosis of incidents and providing remedial action.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.Meet enterprise service levels by applying QCS ITSM processes.Further InformationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.Please ensure you download all attachments and follow the instructions on how to apply.
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