Level 1 & 2 Support Officer

Australian Citizens residing in Australia only respond.  Must be able to obtain Baseline.

Essential criteria

1. Customer Service Support CSMG Level 3: Managing and operating service desk functions. o Acts as the routine contact point, receiving and handling requests for support. o Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. o Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. o Contributes to creation of support documentation.

2. Incident Management USUP Level 4: Coordinating responses to incident reports, minimising negative impacts and restoring service as quickly as possible. o Ensures that incidents are handled according to agreed procedures. o Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. o Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. o Contributes to testing and improving incident management procedures.

3. Problem Management PBMG Level 4: Managing the life cycle of all problems that have occurred or could occur in delivering a service. o Initiates and monitors actions to investigate and resolve problems in systems, processes and services. o Determines problem fixes and remedies. o Collaborates with others to implemented agreed remedies and preventative measures. o Supports analysis of patterns and trends to improve problem management processes.

4. IT Infrastructure ITOP Level 2: Deploying, configuring and operating IT Infrastructure. o Carries out routine operational procedures, including the execution of specified automation tools/scripts. o Amends existing automation tasks under supervision to gain a basic understanding of the scripting language/automation tools. o Contributes to maintenance and installation. Monitors and reports on infrastructure performance to enable service delivery. Resolves issues or refers to others for assistance.

5. Systems Installation and Removal HSIN Level 3: Installing and testing, or decommissioning and removing, systems or system components. o Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client. o Uses standard procedures and diagnostic tools to test installations, correct problems, and document results. o Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation. o Contributes to the development of installation procedures and standards.

6. Application Support ASUP Level 3: Delivering management, technical and administrative services to support and maintain live applications. o Follows agreed procedures to identify and resolve issues with applications. o Uses application management software and tools to collect agreed performance statistics. o Carries out agreed applications maintenance tasks. QUALIFICATIONS Mandatory: Academic or Vocational certification in Technology and/or appropriate industry better practice standards and frameworks

Desirable criteria

1. ITIL Framework Certification Vocational certification in Microsoft Technology Scrum certification.

Analysis Incident Management Handover BASIC Escalation ITIL Service Delivery Instructions Components Statistics Scrum Infrastructure Automation Records Documentation Software Testing Customer Service Maintenance Management