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 department's 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
Deskside Support Services is responsible for managing the delivery of coordinated technical services on location across the state, providing assistance to end-users with hardware and software related issues, including diagnosing and resolving incidents with desktop computers, laptops, printers, peripherals, operating systems, networks and applications. The team also supports the installation, configuration and maintenance of hardware and software components, managing upgrades, setting up user accounts and other technical tasks to ensure that systems continue to meet operational and organisational objectives.
Reporting to the Regional IT Manager, you will provide technical leadership, for new and existing team members, by monitoring and improving the outputs of the team, and assisting with the creation of management of rosters, and on-call and overtime arrangements, to ensure appropriate service levels are maintained. You will provide application support and maintenance for production applications, residing on a number of technology platforms, and ensure fault fixing and minor enhancements are managed and completed according to the department's business requirements.
Key requirements
Highly desirable requirements
* High-level experience in an enterprise-scale ICT services environment including the technical implementation of ICT projects.
* High-level experience with IT Service Management (ITSM) tools to facilitate tasks and workflows for IT Service Delivery.
* Experience using ITIL framework and utilising ServiceNow in a Service Delivery/Service Management context.
* Awareness and understanding of Agile practices and way of working.
* Minimum C Class driver's licence (non-restricted).
Special requirements
* 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.
* Performance of some manual tasks may apply e.g. moving computers and printers in compliance with Workplace Health and Safety policies.
* The incumbent may be required to travel and work within their area of responsibility and may also be required to undertake intrastate, interstate deployment or travel as required, with the possibility of overnight stays.
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:
* Manage and monitor IT Service Management ticketing tool queues and respond to escalated issues, and maintain customer communications to ensure quality, responsive and appropriate clients services.
* Provide high-quality technical advice and support for the Deskside Support team a wide range of software and hardware (i.e. desktops, laptops, printers, multi-function devices, mobile devices, servers) and on-site network equipment and technology assets utilised throughout the department.
* Support the identification, assessment and briefing to staff and management of new and emerging software technologies, products, methods, and techniques to enhance services and deliver an exceptional Deskside support environment.
* Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely and professional manner.
* Support the implementation of processes and procedures, tools and techniques for designing, monitoring, managing and reporting on the performance and availability of ICT systems and services.
* Provide timely support to clients by conducting thorough investigation and diagnosis of incidents, including risk management and compliance audits, and implement innovative strategies to mitigate and resolve IT related issues to ensure agreed service levels are maintained.
* Build and maintain effective working relationships with key internal and external stakeholders to proactively identify IT requirements and develop local strategies to optimise the use of available information technologies.
* Manage all operational and daily activities of assigned resources, fostering positive teamwork in the delivery of high quality ICT support by ensuring standards and procedures are adhered to, and assist in the ongoing development of staff through performance, planning and review.
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 - Team Leader (leading others)
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 QFD shared values of:
* Respect
* Integrity
* Trust
* Courage
* Loyalty