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IT Service Desk Support Officer

3 months ago

Canberra, ACT, Australia Australian Government Full time
Ongoing

  • Salary: $74 679 to $81 085 plus 15.4% superannuation
  • Canberra, ACT

Employment Opportunity

Key responsibilities include:

  • Provide a superior clientfocused information and technology support service to clients in all areas of the department and the minister's office
  • Log, respond to, and resolve service requests, information requests, incidents, problems and requests for change from clients, using the Service Management tool
  • Install and configure supported software and hardware
  • Contribute to the implementation, maintenance and continual improvement of IT service processes, documentation and other procedures
  • Adhere to Key Performance Indicators and ensure that service level standards are met
  • IT asset management and stock control
  • Assist in setup of local IT facilities and meeting rooms
  • Assist staff with data transfer tasks
  • Provide technical advice and guidance on supported products and services
  • Contribute to a positive culture that values innovation and ideas
  • May be required to travel or participate in an afterhours support and oncall services roster.

How you can help us make a difference

Key qualities required of the role:

  • Demonstrated experience in the provision of support services in a busy and complex environment
  • Highlevel client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion
  • Well developed and demonstrated problemsolving skills and the ability to logically work through issues
  • Ability to listen and communicate effectively with a wide range of stakeholders, and positively represent Information Division
  • Display sound judgment in responding effectively to stakeholder needs, including demonstrated attention to detail
  • Manage own time effectively to accomplish tasks and monitor task completion against milestones
  • Effectively prioritise work in line with team, divisional, and departmental objectives
  • Take responsibility for seeing own work tasks through to completion and work effectively as part of a highperforming team
  • Familiarity with the APS Values and Code of Conduct and a commitment to uphold these at all times in the workplace.