Australian Citizens residing in Australia only respond.
Must be able to obtain Baseline clearance.
ASIC seeks to establish an arrangement with supplier(s) to provide onsite IT support resources (skilled personnel) for short-term and backfill of our onsite IT BAU desktop support services to supplement ASIC offices at various locations including Sydney, Melbourne, Canberra, Traralgon, Adelaide, Perth, and Brisbane.
ASIC requires IT technicians to work as onsite BAU resources to assist with day-to-day tasks. The technicians will also provide second-level support for ASIC systems and production environments, collaborating with other IT resolver groups to resolve incident tickets and service requests.
This need arises from increased onsite support demands for projects such as the Digital Workplace Experience Uplift and Refresh, Canberra office relocations, and the return of Registry Connects from the ATO (MOG). These temporary IT staff will assist with BAU work, allowing permanent staff to focus on project tasks.
Roles and Position Descriptions
* Provide second-level support for ASIC's systems and production environments, collaborating with other IT resolver groups to resolve incident tickets and service requests.
* Take ownership of customer issues and requests, proactively managing a positive client experience and communicating results clearly and meaningfully.
* Document processes and initiatives to enable effective IT operations.
* Participate in project activities, national rollouts, offsite support, and manage ticket queues for resolution.
* Support mobile end-user devices, including Microsoft Surface laptops, iPads, and iPhones.
* Undertake additional responsibilities or tasks as required.
Qualifications and Experience
* Proven experience in a technical support role supporting large numbers of users nationally.
* Effective use of Ivanti or similar IT Service Management tools.
* Experience with Microsoft Active Directory.
* Logical approach to technical issues.
* Strong written and oral communication skills and stakeholder relationship management.
* Experience supporting environments such as Active Directory, Windows 10/11 laptops and workstations, M365, Azure Virtual Desktops, and iOS.
* Experience with M365 Power Apps, Intune, Netskope, and Video Conferencing is highly desirable.
Application Support
Address each selection criterion in a one-page summary:
* Capability: Demonstrate ability to meet the requirements, relevant experience of personnel and organization.
Required Skills:
IT Service Management, Workstations, Laptops, iOS, Video Conferencing, Active Directory, Demand Management, Technical Support, Communication, Management.
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