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 complete incident tickets and service requests.
This need has arisen due to increased demand for onsite support 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, including collaboration with other IT resolver groups to complete 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 ticket resolution.
* Maintain, update, and 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 utilization of Ivanti or similar IT Service Management tools.
* Experience with Microsoft Active Directory.
* Logical and common-sense 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 devices.
* Experience with M365 Power Apps, Intune, Netskope, and Video Conferencing is highly desirable.
Address Each Selection Criterion
Provide a one-page summary addressing capability, relevant experience of personnel and organization, and how the supplier proposes to meet each requirement.
Required Skills:
IT Service Management, Workstations, Laptops, iOS, Video, Ownership, Active Directory, Demand, Technical Support, Communication, Management.
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