We are partnering with a large Federal Govt Dept to source an experienced customer-focused ICT support professional to play a critical role in strengthening our clients digital service experience across executive, international travel and general workforce environments. Operating within a shared service model—you will ensure that staff receive responsive, high-quality technology support that enables them to deliver on the organisation's objectives. You will work closely with shared services, managed service providers and internal stakeholders to deliver high-touch support, uplift digital capability and ensure staff are equipped with secure, fit-for-purpose technology whether working on-site, remotely or travelling internationally. This is an initial 12-month contract with extensions likely.
Key duties and responsibilities
* Act as the primary liaison for executive and VIP clients, ensuring they receive proactive ICT support through shared service arrangements.
* Provide tailored, empathetic and responsive assistance to Senior Executive staff
* Maintain strong working knowledge of internal digital environment to triage issues, provide accurate first-contact advice, and coordinate escalations with MSP
* Ensure VIP devices are configured, maintained and supported to a high standard
* Coordinate the delivery of on-site and remote ICT support for staff, ensuring incidents and requests are triaged and resolved through shared service channels.
* Support technology rollouts, changes and events
* Facilitate the deployment and onboarding of laptops and peripheral devices
* Provide practical digital coaching
* Oversee the end-to-end ICT readiness process for staff traveling internationally, coordinating with shared services to ensure the provision of fit-for-purpose travel devices, access, and configurations including roaming configurations
* Identify and escalate complex travel-related ICT issues, monitor traveller feedback and service data to uplift processes, documentation and readiness workflows
An ideal candidate will have:
* Experience providing high-level ICT support in a medium-to-large, complex environment, with a strong customer service ethos.
* Proficiency across end-user compute, collaboration tools, mobility (especially Apple iOS), networking fundamentals, and audio-visual support.
* Excellent communication and stakeholder engagement skills; able to engage confidently with senior executives and diverse stakeholders.
* Problem solving, prioritisation, and organisational skills
* Experience working effectively with managed service providers and vendors
* Ability to create and maintain clear documentation, SOPs, and knowledge articles.
* NV1 security clearance.
* Formal qualifications in ICT or a related discipline and/or industry certifications
* Experience in VIP support, international travel ICT readiness, or Field Service support.
* Experience with ITSM platforms and enterprise mobility management tools
If you are interested in this opportunity, please apply online now for the attention of Rachel Viney.