Technical Officer

• Technical knowledge and/or experience in the management, configuration, monitoring and implementation of ICT environments in one or more technical domains.
• Ability to deliver high quality ICT support to clients, with an emphasis on managing workloads and prioritising tasks.
• Ability to identify and resolve ICT related problems within defined Service Level Agreements.
• Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships and enhance the provision of quality client service in a team environment.
• Sound oral and written communication skills to assist with the creation and/or maintenance of system documentation and work instructions.
• Demonstrated experience or the ability to quickly learn ServiceNow and ITIL Service Management processes.

The primary accountabilities of the Technical Officer include:

• Fulfil the responsibilities of this role in accordance with QCS values as outlined above.
• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe, services and workplaces.
• Provide operational support (on-site and remote) to QCS sites as required in a primarily Microsoft environment.
• Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
• Provide a level of training of the QCS desktop environment and applications to QCS end users where required.
• Develop and maintain QCS ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support and participate on the contact centre as a primary method of incident resolution.
• Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise allocated tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
• Update, maintain and work within procedures for the maintenance of one or more technical domains.
• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
• Meet enterprise service levels by applying QCS ITSM processes.