Senior Deployment Technician

Queensland Health; Toowoomba Regional; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Career training

Generous leave entitlements

Job summary

Queensland Health is seeking a Senior Deployment Technician to drive workstation replacement activities across sites, delivering high-quality client support. You will liaise with customers, handle escalations, and assist with asset management and stock control within the WSR program, while upholding ICT lifecycle processes.

You will contribute to investigations, incident management, and deployment tasks, collaborating with the Deployment Coordinator.

Qualifications

• Technically capable ICT professional with experience across ICT environments.
• Strong focus on client support, prioritising workloads, and resolving issues within SLAs.
• Ability to work independently and communicate effectively.
• Familiar with ServiceNow and ITIL Service Management processes.
• Experience delivering small to medium-scale projects, coordinating multiple priorities and engaging with customers.
• Knowledge of asset management, procurement and records management policies.

Responsibilities

• Provide excellent customer service by communicating clearly and negotiating outcomes.
• Investigate and diagnose incidents and maintain agreed SLAs through ITIL processes.
• Support Deployment Coordinator to deliver WSR program across sites.
• Manage WSR stock, run up, deployment and installation of devices per work processes.
• Maintain asset management integrity and support related asset activities.
• Provide financial administrative support related to quoting and ICT asset management.
• Offer ad-hoc on-site and remote support to Queensland Health sites.

Skills

Customer service

Communication

Incident management

Asset management

ServiceNow

ITIL

Team coordination

On-site support

Tools

ServiceNow

Job description

As a Senior Deployment Technician, you will be primarily responsible for technical and administrative activities associated with workstation replacement (WSR) program in line with guidelines related to technical investigations, lifecycle schedule and stock management.

This role support's the Deployment Coordinator in delivering on replacement activities to meet Queensland Health's approved asset lifecycle processes within a geographical area.

You will be required to engage with customers and handle escalation of technical issues related to the run up and delivery of devices.
The workstation replacement (WSR) program performs the replacement of computing devices to improve performance and reduce interruption to clinical and non-clinical staff working within Queensland Health.

Key responsibilities include:

• Provide excellent customer service by applying communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.
• Provide timely support to clients by conducting investigation and diagnosis of incidents and providing eHealth incident management processes to ensure agreed Service Levels are maintained.
• Supporting the local Deployment Coordinator to manage team members and activities to deliver the WSR program for supported sites.
• Engagement as a member of the team to ensure WSR activities (including WSR stock management of new and replaced devices, run up, deployment and installation of devices) are completed as per documented work processes.
• Ensure asset management integrity is maintained by ensuring work processes are implemented correctly and involvement with regular asset activities as identified.
• Provide financial administrative support, within the domain of WSR, by undertaking activities associated with quoting & ICT asset and equipment management.
• Provide ad-hoc support (on-site and remote) to Queensland Health sites as required.

Role fit:

We are seeking a technically capable ICT professional with demonstrated experience managing, configuring, monitoring and implementing ICT environments across relevant technical domains. You will have a strong focus on delivering high-quality client support, effectively prioritising workloads, resolving issues within agreed Service Level Agreements, and working independently. Strong communication and interpersonal skills are essential, including the ability to build effective working relationships, mentor junior staff, and produce clear technical documentation, work instructions and reports. You will also have the ability to quickly learn and apply ServiceNow and ITIL Service Management processes, particularly in request, CMDB and asset management, along with experience delivering small to medium-scale projects, coordinating multiple priorities, engaging with customers, and working within agreed timeframes and accountabilities. Knowledge of asset management, procurement and records management policies and practices will also be highly regarded.

Why work for us:

• Career training and development
• Generous leave entitlements, including leave loading

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.

Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.