Level 1 & 2 Support Officer

Level 1 & 2 Support Officer Brisbane

Cleared are supporting a Federal Government Department and are looking to speak with a Level 1 & 2 Support Officer based in Brisbane.
The support officer plays a crucial role in delivering high-quality, responsive, and timely 1st and 2nd level IT support to both members and staff.
This position assists the Team Leader in managing the Service Desk, ensuring ITIL processes are strictly adhered to, particularly concerning incident management and the communication of solutions and technical knowledge.
The role also serves as an escalation point for complex inquiries and aids in developing subject matter expertise necessary for effectively managing the departments service catalogue.
Primary Accountabilities

Service Delivery:

• Provide top-notch 1st and 2nd level IT support to the department's members and staff.
• Assist the Team Leader in monitoring and managing the Service Desk system and roster, offering guidance to the Service Desk team.
• Act as an escalation point for complex inquiries before reallocation to other ETG teams, ensuring compliance with policies and best practice ITSM frameworks.

Delivery and Stakeholder Management:

• Build and maintain productive relationships with internal and external AAT stakeholders.
• Liaise with external service providers regarding support arrangements, procurement, invoicing, and project tasks as needed.
• Represent the ETG in projects, meetings, forums, etc., maintaining the security, confidentiality, integrity, availability, and accountability of AAT's systems and information assets, ensuring compliance with AAT and government policies and standards.

Management Support:

• Support the Team Leader in ensuring technology support aligns with ITIL principles and is managed efficiently, balancing resources, time, and cost.
• Provide advice and support in automating Service Desk tasks and solutions.
• Draft and revise procedures for Team Leader consideration to ensure they are fit for purpose.

Advice and Education:

• Offer specialist technical advice to team members and clients at all levels, ensuring the advice is clear, targeted, and educational.
• Assist in developing and delivering training, as well as producing self-help and user guides.
• Provide planned or ad hoc training for clients with varying technical competencies.

Details:

• Estimated Start Date: Monday, 19 August 2024
• Initial Contract Duration: 12 Months
• Location of Work: QLD
• Working Arrangements: 5 Days onsite expected
• Security Clearance: Must be able to obtain Baseline

We are seeking a proactive and knowledgeable individual who can seamlessly integrate into our team, providing exceptional support and driving the success of our IT initiatives. If you meet the qualifications and are ready to take on this challenging role, we look forward to hearing from you.
Desirable:

You will need to hold a Baseline clearance or above for this role.

At Cleared, we provide tailored recruitment solutions to individuals seeking their next opportunity and to organisations searching for talent within Defence Industry, Intelligence and National Security.

We reward our friends for helping their friends. If you refer anyone who is looking for new opportunities, we will reward you with a gift card up to $1000. Terms and conditions apply.

If you are interested in this opportunity, contact Daniel on:
M: 0424 906 007 | E: