Senior Information Support Officer

at  Office of the Public Guardian

The Office of the Public Guardian (OPG) is an independent statutory office established to protect the rights and interests of adults with impaired decision-making capacity, and children and young people in the child protection system and other visitable sites.
Join us as we protect, support, advocate, educate and empower, to build a Queensland where our most vulnerable community members can live with dignity.

• Develop and maintain professional and positive relationships with team members and stakeholders.
• Provide training and support to the team members to ensure tasks are completed within allocated timeframes.
• Prioritise, allocate and manage IT support team workload, including CRM system administration related tasks, service desk calls, maintenance of the knowledge base, support manuals, and other relevant documentation, compiling periodical stats and presenting the reports to the ICT Team Leader.
• Supervise the security and quality of all work outputs for the team in accordance with quality service levels and industry best practices, and monitor team performance ensuring all staff have exposure to varied tasks and responsibilities.
• Train, mentor, and coach the OPG Information Support staff in the pursuit of opportunities to improve user satisfaction, and efficient OPG information systems administration.
• Undertake process reviews and identify teams’ training and personal development requirements and, assure that appropriate actions are taken to address these in consultation with ICT Manager.
• Take responsibility of ‘severity 1’ incident management and promptly following the issue, escalating them as required, liaising with Service Desk in sending out notifications to all stakeholders and end users.
  Applications to remain current for 12 monthsThis work is licensed under a Creative Commons Attribution 3.0 Australia License