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13

February

End User Technical Support

Department of Justice and Community Safety - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin

JOB DESCRIPTION

  • Multiple positions available
  • Full Time, Fixed Term until 30/11/2021
  • Provide support services to end users
At COVID-19 Quarantine Victoria, we're looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place. We embrace diversity and strive to have a workforce that reflects the community we serve. We're all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our organisation, we'd love to hear from you. If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please email project.recruitment@justice.vic.gov.au
About us
COVID-19 Quarantine Victoria (CQV) is responsible for Victoria's COVID-19 Accommodation response, including:

  • Mandatory quarantine for returned overseas travellers
  • Emergency Accommodation for people that cannot safely isolate/quarantine in their accommodation.
The Victorian Chief Health Officer has mandated that all returning overseas travellers arriving in Victoria must go into mandatory quarantine for 14 days from the day of their arrival to help prevent the spread of coronavirus (COVID-19).
In addition, CQV is responsible for the operation of Victoria's Emergency Accommodation program for community members and their close contacts who have tested positive for COVID-19 and where an assessment has concluded that there are no other suitable alternative accommodation options for self-isolation.
Infection control and prevention is the primary objective of the mandatory quarantine and emergency accommodation programs.
About the role
The End User Technical Support role will assist in day-to-day support of technical devices used by staff to perform their day-to-day functions in an efficient way. The role requires someone who is technically aware of the workings of IT devices and their uses in a business environment. The role will be involved in receiving device requests and obtaining the right information in order to procure, register and deliver the device/s to the appropriate person in line with expectations. In addition, the role will be part of a support team answering questions and providing support services to the end users with respect to the devices registered against them.
You'll be part of a close-knit team, encouraged to provide excellent customer service with a drive and passion for engaging and managing stakeholders effectively.

Key activities of the roles include

  • Provide expert advice and support services to a large and varied user base.
  • Register and analyse “own” support contacts, monitor progress of the tickets, resolve requests or incidents where appropriate, provide feedback to the requester, and refer/escalate issues where appropriate.
  • Liaise, interact and cooperate with other stakeholders providing support, and play a proactive role in developing and maintaining the support knowledge of those groups.
  • Assist management in the collection and preparation of support statistics information and contribute to the identification and implementation of effective and efficient support processes.
  • Assist in system performance, monitoring and development of technical knowledge base or Wiki, procedures and documentation.
  • Participate proactively and positively in support forums and meetings with stakeholder agencies and business representatives.
  • Participate in the After-Hours Support to provide 24/7 support to users and organisations for business-critical issues when required.
  • Problem analysis and management including root cause analysis and restorative actions.
  • Act as escalation point for the Service Desk and advise of best way of action for incidents.
  • Liaise with IT industry associates to ensure technical knowledge/awareness is to world's best practice.
  • Monitor staff usage of the system and identify and notify management of any irregularities.
  • Work with the relevant Change Manager's using best practice change management processes to ensure all technical maintenance and updates to the ServiceNow system are registered and successfully completed.
  • Ensures all system access requests are fully completed and duly authorised by the appropriate business manager before processing.
  • Be rostered on the Service Desk, other duties as required, anytime between the hours of 7:00 AM and 7:00PM Monday to Friday
About you

To be successful in this role you will have:
  • Appropriate knowledge and experience working in a technical support environment.
  • Experience and proven ability in managing and troubleshooting hardware/device services and support across laptops, tablets, mobiles, printers and LAN's for end users in a complex ICT environment.
  • Demonstrated experience and knowledge of request fulfilment and service management.
  • Knowledge of ITIL V3.0 best practice.
  • Good working knowledge and experience with a Service Management tool.
  • Experience in Agile methods (highly desirable).
  • An understanding of the complexities of a large, high profile corporate organisation and it's necessity for the security of its systems and sensitive data is essential.
  • Professional collaboration in dealing with third party service providers.
Further Information
All appointments to CQV are subject to reference checks, pre-employment misconduct screening and criminal record checks. Some positions may also be subject to a medical check and/or ‘Working with Children Check'.
Employment may also be subject to a number of additional pre-employment security and safety checks, including, but not limited to:

  • Pre-employment Security Check (Declaration Form).
  • National Police Record and Fingerprints Check and International Police Clearance (if applicable).
  • VicRoads Information Check.
How to apply

  • Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
  • In accordance with the Jobs and Skills Exchange Recruitment Policy, only Victorian Public Service employees are eligible to apply for this position. People on labour hire contracts, such as agency staff and contractors, are not eligible to apply.
  • If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.
  • The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

Melbourne, VIC

Government, Defence & Emergency




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