Our ICT Service Desk team are dedicated to delivering exceptional services to our stakeholders and ensuring their technology needs are met efficiently and effectively.
You will handle all aspects of the IT equipment lifecycle, from initial configuration and installation to ongoing support, maintenance, upgrades, and eventual decommissioning.
The work is dynamic with phone, in person and onsite support for customers and includes opportunities to work directly with technical specialist teams on resolving complex issues, performing upgrades and delivering projects. These experiences will grow your skill set creating pathways to build a successful IT career.
Role responsibilities
Outlined below are the key areas of responsibility for ICT Service Desk:
* Respond to customer inquiries via phone, email, or chat in a professional and timely manner
* Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity
* Provide step-by-step guidance to customers on resolving technical problems
* Collaborate with our technical support team to escalate and prioritize complex issues
* Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system
* Assist in customer onboarding and training on our ICT solutions
* Proactively identify opportunities for improving customer satisfaction and service quality
Core skills
While there are no mandatory requirements for these roles, a blend of the following skills and experiences will be highly regarded:
* Demonstrated customer service experience
* A positive attitude towards learning and applying new skills
* A positive approach when finding solutions for complex issues
* Ability to prioritise to meet operational requirements
* Excellent written communication skills for documenting issues and processes
* Experience in desktop support, incident or problem management
* Knowledge of, or certification in, IT Service Management certification (ITIL)
* Ability to work independently
* Ability to follow documented processes
* Proficiency in using service delivery tools to manage tasks and track progress
Eligibility
To be eligible for a role you must:
* Be an Australian citizen
* Be assessed as suitable to hold and maintain a TOP SECRET-Privileged Access security clearance
For more information on eligibility please see the Protective Security Policy Framework which is publicly accessible at https://protectivesecurity.gov.au, section 12 provides information on Eligibility and suitability.
Affirmative Measures
The filling of this vacancy is intended to constitute an affirmative measure under Section 8(1) of the 'Racial Discrimination Act 1975'. This vacancy is only available to Aboriginal and/or Torres Straight people.
Applicants applying under this Affirmative Measures round will need to provide evidence they meet the eligibility for this vacancy. Should applicants progress to interview, confirmation of Aboriginal or Torres Strait Islander heritage will be required.
To be eligible to apply for this vacancy applicants must:
* Be of Aboriginal and/or Torres Strait Islander descent;
* Identify as Aboriginal and/or Torres Strait Islander; and
* Are accepted by their community as being Aboriginal and/or Torres Strait Islander.
The position is Canberra based, with conditions similar to those in the Australian Public service including superannuation.