Service Centre Analyst

Your key accountabilities: The core capability requirements for this role are: Provide first level support for a range of information technology environments including network and desktop environments, Internet and intranet, software and hardware support, communications, mainframe and mid-frame application and computer systems. Diagnose and troubleshoot hardware and software issues for end users. Maintain working knowledge of relevant legislation, policies, guidelines, and standards. Provide Incident Management and Request Fulfilment support as per documented procedures. Undertake escalation procedures, coordinate communication with clients, support units and staff and monitor major service issues to resolution. Maintain working knowledge of current desktop and desktop networking systems and technical skills enabling the ability to provide an ongoing effective technical support service. Role Requirements Highly Desirable Skills Advanced Application Support Skills Microsoft Access Problem Solving Skills SQL Scripting/Programming Exchange/O365 Administration Desirable Skills 1st Level Application Support Skills Microsoft Office Microsoft Windows 10 1st Level 1st System & Hardware Support skills Microsoft Remote Assistance Microsoft Active Directory user administration Microsoft Exchange Software Deployment Help Desk/Service Management Skills ITIL Foundation Knowledge Centre Solution (KCS) Service Management Tool (SMT) Other Appointees may be required to participate in a 24-hour, 7-day roster with work hours equating to 36.25 hours per week. Shift penalties apply SFIA Skills The following technical criteria reflect relevant professional skills and competencies from the Skills Framework for the Information Age (SFIA) Framework relevant to this role: Level: 2 Skill Code(s) USUP Incident management; CSMG Customer service support Further information can be found on the SFIA site by searching for the 'skill' code (e.g. ITMG) and then referring to the skills listed under the applicable 'level' e.g. level 5 Applications to remain current for 12 months. This work is licensed under a Creative Commons Attribution 3.0 Australia License.

Location: Brisbane CBD, AU

Posted Date: 2/1/2025