Requirements
Within the context of the role accountabilities described in About the Role, the most suitable applicant will demonstrate their applied knowledge, skills and experiences against these essential role requirements of the Individual Contributor leadership stream:
* Demonstrated technical expertise in the management, configuration, monitoring and implementation of ICT environments in one or more technical domains.
* Proven experience in delivering high quality ICT support to clients, with an emphasis on managing workloads, prioritising tasks and working unsupervised.
* Proven experience and ability to identify and resolve ICT related problems within defined Service Level Agreements.
* Demonstrated ability to coordinate multiple tasks within agreed priorities, timeframes and accountabilities.
Please refer to role profile for full details.
The Primary Accountabilities Of The Technology Adviser 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 users and prisoners 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.
* Provide a level of training of the prisoner tablet environment and applications to prisoners 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 elevate incidents where required according to policies and procedures.
* Prioritise and allocate 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 users and prisoners by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
* Develop, 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.
* Ability to supervise staff in the delivery of high-quality ICT support by ensuring standards and procedures are adhered to.
* Manage ICT assets, including prisoner tablets, by ensuring relevant information is recorded accurately and inventory remains current.
* Undertake administrative duties as directed by the Business & Technology Manager as required from time to time.
The role description provides the minimum requirements for the role. The incumbent may be required to undertake other duties as required outside of these primary accountabilities.
Occupational group
IT & Telecommunications
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