Job Description:
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.
Required Skills:
Analysis
Incident Management
Handover
BASIC
Escalation
ITIL
Service Delivery
Instructions
Components
Statistics
Scrum
Infrastructure
Automation
Records
Documentation
Software
Testing
Customer Service
Maintenance
Management

📌 Level 1 & 2 Support Officer (Adelaide)
🏢 Softtest pays pty
📍 Adelaide