ICT Customer Support Officer
- 12 Months
- Macquarie Park
Provides support, education and guidance in the deployment and maintenance of computer infrastructure and the diagnosis and resolution of technical problems and issues. ICT Support Officer delivers and supports ICT services for NSW public schools and departmental offices, involving the diagnosis and resolution of incidents and deployment of the department's standardised infrastructure, hardware and systems. The role contributes to a high performing team and acts to ensure excellent customer service and continuous service improvement.
**Key Accountabilities**:
- Diagnose and resolve ICT incidents and issues via remote-support tools, telephone and on-site support.
- Provide and maintain ICT support services in accordance with the Department's standards, policies and operating procedures and agreed service levels.
- Participate in the deployment, maintenance and improvement of the Department's standardised ICT systems.
- Provide operational, technical advice to NSW public schools and departmental offices in accordance with the Department's standardised ICT technologies, policies and operating procedures.
- Contribute to the improvement of ICT services to NSW public schools and Departmental offices through the escalation of relevant incidents, requests and problems.
- Provide advice to principals, managers and others about the Department's standard ICT technologies and services to assist their decisions about effective use of available equipment.
- Maintain accurate records in accordance with Departmental protocols.
**Key Requirements**:
- Excellent documentation skills.
- Independent problem-solving, self-directed but able to work well in a team.
- A broad base of knowledge and competency in core hardware and operating system technologies including installation, configuration, diagnosing, preventive maintenance and basic networking.
- Ability to escalate unresolved problems and requirements.
- Ability to work effectively under pressure with minimum supervision.
**If this sounds like you**:
**Infopeople - Josie Bandiola**
3505485