Canberra Applications close 20 July 2025 Salary Range: $70,180 - $85,027 About the DepartmentThe Department Of Industry, Science And Resources And Our Broader Portfolio Are Integral To The Australian Government's Economic Agenda.
Our Purpose Is To Help The Government Build a Better Future For All Australians Through Enabling a Productive, Resilient And Sustainable Economy, Enriched By Science And Technology.
We Do This ByGrowing innovative & competitive businesses, industries and regions Investing in science and technology Strengthening the resources sector.
The APS and the department offer a clear direction and meaningful work.
You will be able to create positive impact in people's lives whilst contributing to improved outcomes for Australia and our people.If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia's future.Please see theAbout The TeamThe Chief Information Officer Division is an exciting, diverse, and dynamic division that drives the digital agenda for the department.
Leading the delivery of the department's digital offerings and transformation, the CIO Division partners with business areas and stakeholders to:Realise the digital policy objectives of the department, Define the department's digital landscape, Co-design digital experiences making it simpler to innovate, collaborate and communicate, and Drive the innovation and transformation of IT services.
The ICT Operations Branch is one of three branches sitting within the Chief Information Officer Division (CIOD) and is instrumental in the delivery of infrastructure and support to the department, running ICT for the enterprise.
The Corporate and Digital Support Team, part of ICT Operations, provides frontline support and high-level customer service for level one corporate and technical assistance to staff and clients.The Corporate and Digital Support Team, part of ICT Operations, provides frontline support and high-level customer service for level one corporate and technical assistance to staff and clients.Our ideal candidateOur Ideal Candidates Areenthusiastic, eager to learn, and have a keen interest in developing a career in IT and customer service.
will possess strong attention to detail, good communication skills and a proactive approach to problem-solving.
APS 3:A basic understanding of administrative processes is advantageous but not required, as full training will be provided.
The ability to learn and use IT systems including Service Now, Aurion and Microsoft Office underpin these positions.
Working to a roster APS 4:Interest in multifunctional customer service roles, both corporate and digital Experience or ability to learn support tools (Service Now, remote support software) Ability to communicate technical issues and resolve them Methodical problem-solving and troubleshooting skills Willingness to learn, take ownership, and follow through Motivation to increase skills, knowledge, and capability Strong interpersonal skills; able to work well with all levels Corporate and Digital Support hours of operation are from 8:00am to 5:00pm, Monday to Friday.
It is an expectation that all staff participate in a rotating roster to provide coverage.Shift 1 - work hours are 8.00am - 4.30pm Shift 2 - work hours are 8.30am - 5.00pm Our department has a commitment to inclusion and diversity, with an ambition of being the best possible place to work.
This reflects the importance we place on our people and on creating a workplace culture where each and every one of us is valued and respected for our contribution.
Our ideal candidate adds to this culture and our workplace in their own way.
What you will doAPS 3Monitor the team's service request queue and ensure prompt responses to Level One ICT or Corporate customer inquiries within Service Level Agreement (SLA) timeframes.
Assist in identifying solutions to corporate and ICT challenges encountered by users and the business, including providing support for change activities and digital innovation.
Maintain ownership of calls throughout their lifecycle, including follow-up actions with escalation teams.
Provide input and update knowledge guides for users, as well as Standard Operating Procedure (SOP) documentation for administrators as required.
Actively participate in team meetings by offering feedback, detecting problems, suggesting solutions, escalating issues, and seeking advice and assistance when necessary.
Conduct research using available resources to obtain any required information.
Advocate for the use of online channels and client self-service options.
Support a team culture that emphasises continuous improvement in alignment with business objectives.
APS 4:Monitor the team's service request queue and ensure prompt responses to Level One ICT or Corporate customer inquiries within Service Level Agreement (SLA) timeframes.
Assist in identifying solutions to corporate and ICT challenges encountered by users and the business, including providing support for change activities and digital innovation.
Maintain ownership of calls throughout their lifecycle, including follow-up actions with escalation teams.
Provide input and update knowledge guides for users, as well as Standard Operating Procedure (SOP) documentation for administrators as required.
Actively participate in team meetings by offering feedback, detecting problems, suggesting solutions, escalating issues, and seeking advice and assistance when necessary.
Conduct research using available resources to obtain any required information.
Advocate for the use of online channels and client self-service options.
Support a team culture that emphasises continuous improvement in alignment with business objectives.
EligibilityA minimum baseline security clearance is required, though some positions may require a higher-level security clearance and successful candidates will be required to obtain and maintain a clearance at this level.To be eligible for employment in the APS and the department, candidates must be Australian Citizens.NotesA merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.The department does currently offer flexible work opportunities for many roles.
This vacancy is ACT - Industry House based, although flexible or remote work arrangements may be considered.
Please reach out to the contact officer to discuss this further.Application informationYour application must not contain any classified or sensitive information.
This includes in your application responses, CV and any other documents.
The selection panel may not consider applications containing classified information.Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position.
Your pitch can contain no more than 500 words and should align to the key duties listed above.Please complete your application online and provide your current CV with your application.
(CVs must be in.doc,.docx, or.pdf format).Accessible application documentation is available in other formats on request.
Please contactPlease refer to ourContact InformationFor more information regarding this opportunity, please contact Will King on 0407 922 083 or via email on #J-18808-Ljbffr