Service Desk Analyst (AO4) Service Centre

About us

The Queensland Fire Department (QFD) provides fire prevention preparedness and response services to fire in the built and landscape environments as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response including road crash rescue bushfire hazardous material technical and vertical rescue severe weather incidents remote and swiftwater rescue and provides a number of functions supporting community safety outcomes.

The department encompasses Queensland Fire and Rescue (QFR) Rural Fire Service Queensland (RFSQ) as well as the broader department which work together to pre-empt prevent mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.

The QFD is an organisation that is committed to reframing the departments relationship with Aboriginal and Torres Strait Islander peoples communities and organisations through activities identified in the QFD Reframing the Relationship Plan contributing to Closing the Gap outcomes and building our cultural capability.

Purpose of role

The Service Centre provides Tier 1 Information Communication Technology (ICT) services for approved software and hardware in accordance with Managed Operating Environment (MOE) and standard desktop guidelines and is responsible for troubleshooting and resolving problems with IT equipment and applications involving a combination of technical expertise and communication skills. The team also provides detailed support and guidance to end-users ensuring a reduction in downtime and improving customer experience and facilitates a trusted relationship with customers in State Operations QFR and RFSQ frontline operational streams and/or corporate areas to achieve optimal outcomes for the departments strategic operational and business outcomes.

Reporting to the Service Desk Team Lead you will be responsible for the provision of timely and quality ICT service desk support services for departmental and/or operational staff and volunteers. You will provide first level support services to users for a range of information technology environments including network and desktop environments internet and intranet software and hardware support communications applications and computer systems. You will also handle incidents and service requests using the fulfillment processes in line with Service Centre objectives as part of the delivery of the technology systems and tools that underpin organisational and operational requirements.

Key requirements

Highly desirable requirements

• Experience operating within a fast-paced ICT service delivery function.
• Experience in the use of ServiceNow especially knowledgeable with Incident Request Critical Incident Change Problem.
• ITIL 4 certification (preferred).
• Ability to understand current technologies from a support perspective.

Special requirement

• The incumbent will be appointed as a staff member of QFES. The role will be required to undertake non-continuous shift work in accordance with the Queensland Public Service Officers and Other Employees Award - State 2015. Roster patterns will include day and afternoon shifts including weekends. The incumbent may also be required to participate in an on-call roster outside of the rostered shift work arrangement.
• This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community.

Your key accountabilities

Your part in the ongoing success of our department in supporting key frontline services will see you responsible for a variety of work including but not limited to:

• Provide Tier 1 application and systems support for the departments operational and/or corporate streams ensuring smooth and effective service delivery and efficient resolution of issues to meet the needs of our clients.
• Act as the first point of contact and ensure that client requests including phone email or face-to-face are attended to promptly and that adequate IT support coverage is maintained.
• Receive ServiceNow requests from clients diagnose and resolve where possible or assign to the appropriate area for action including monitoring and follow-up to completion.
• Maintain working knowledge of relevant legislation policies guidelines and standards documentation in accordance with quality management principles and legislative compliance.
• Provide incident management and request fulfilment support as per documented procedures using highly developed problem-solving skills to identify and remediate complex desktop issues to timely resolution.
• Undertake escalation procedures coordinate communication with clients support units and staff and monitor major service issues to timely resolution.
• Maintain working knowledge of current desktop and networking systems and technical skills to provide an ongoing effective technical support service.

Capabilities

To determine your suitability for the role you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the key accountabilities for this role:

Leadership Competency Stream Individual Contributor (leading self)

Vision

• Stimulates ideas and innovation
• Makes insightful decisions

Results

• Builds enduring relationships
• Drives accountability and outcomes

Accountability

• Fosters healthy and inclusive workplaces
• Pursues continuous growth

Once you join us we will want you to exemplify the QFES shared values of:

• Respect
• Integrity
• Trust
• Courage
• Loyalty