FW: ( QLD ) Recruitment – Senior Client Support Officer (Court Technologies) AO4, Information & Court Technology, Reform and Support Services, QEII Courts of Law

Reform and Support Services

Senior Client Support Officer (Court Technologies) – AO4

Information & Court Technology Support

Dear colleagues,

An exciting opportunity exists to join Reform and Support Services (RSS) in the Temporary, flexible full-time position of Senior Client Support Officer (Court Technologies) – AO4. The role is temporary until 31 December 2022, with possibility of extension. The role is based in the QEII Courts of Law.

RSS

Reform and Support Services (RSS), a branch of Court Services Queensland (CSQ), is dedicated to delivering initiatives to support a whole of justice approach to contemporary and accessible courts.

The RSS branch delivers value and support to the courts and judiciary through:

·collection of statistical data from various courts systems for evaluation and trend analysis by relevant internal and external stakeholders

·partnering across government agencies to improve integrated criminal justice services through dedicated projects

·production of courts policy and procedures including the associated legal advice around applicability of legislative reform to ensure consistency, compliance and risk mitigation

·training for court staff on courts systems, policies and procedures

·identification of courts systems issues, testing of solution options and implementation of priority business systems changes

·creation and maintenance of court website

·production of quality transcription and recording services

·provision of dedicated technical support for judiciary including help desk support, audio and visual services for court rooms, and

·instruction on courts procurement, courts contract engagement process and courts budgets.

About the Business Unit

The Information & Court Technology Branch (I&CT) supports the important work of Queensland Courts through a combination of internal resources and external suppliers. Queensland Courts rely heavily upon technology to deliver existing services and plan to use technology to drive strategic changes in the way that services are delivered to the community. The I&CT Branch will be at the forefront of that change.

The Court Service Centre (CSC) unit is primarily focused on providing responsive, reliable, and respectful 1st/2nd level Service Desk support to all members of the Judiciary and their associates. They also provide 1st level support for all in-Court technology including video-conferencing and audio-visual systems. In addition to this, they provide 1st level support for Queensland Courts’ business critical criminal and civil applications (QWIC, QCivil, ICJ, CLAIMS, and QJAS).

About the Role

As a member of the CSC team, you will use your technical expertise and strong client service skills to provide responsive, reliable, and respectful support to a diverse group of clients. You will combine your technical problem-solving skills and excellent verbal and written communication to undertake effective incident resolution, request fulfilment, continuous service improvement activities, and various project activities.

Key responsibilities

·Provide first-contact support services to I&CT clients via multiple channels including phone, Microsoft Teams, and in-person.

·Provide responsive technical support in the investigation and resolution of client incidents.

·Provide technical knowledge and skills in the fulfilment of requests from clients.

·Provide second-level desktop support and request services including installation of desktops, laptops, and printers.

·Provide application support and one-on-one user training for common Microsoft Office products along with key Courts applications.

·Develop knowledge based articles for regular client enquiries to assist clients self-serve solution.

·Maintain an awareness of current and emerging whole of Government ICT through researching of strategies, policies, standards, and of relevant technologies and industry best practice.

·Use your initiative and proactive approach to identify opportunities and initiatives that will continually improve I&CT delivered services.

How to apply

Please apply, by following the instructions in the SmartJobs advertisement here the advertisement is also listed on SEEK hereThe application closes on 23 June 2022.

Please Note:

This position is offered to all applicants internal and external to the public sector.

Kind Regards,