: 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.

- 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