Technical Customer Service Officer

5 months ago

Canberra, Australia Department of Employment and Workplace Relations Full time

APS Level 4
- Canberra, ACT
- $75,996 - $81,274

**About the Department of Education**
We contribute to Australia's economic prosperity and social wellbeing by creating opportunities and driving better outcomes through access to quality education and learning.

**The Role**

The Service Desk provides support for the following:

- Accessing the IT Network
- Telephony and VOIP
- Switchboard

The IT Workplace Support Team provides face to face desktop support services to all users from the Department and our client agencies across Australia. The team provides premier support services to Ministers, Senior Executives, Agency Heads, and their support staff. We also provide ICT Stores, logistics, asset management and mobile telephony support services for the Department.

The Property Operations team is responsible for the facilities management and lease management of our national footprint. The team manage the Whole of Government contract with property services provider Ventia. The section manages the leasing strategy for DEWR and its premises including the hosting of other agencies in our sites. The section manages the departments vehicle fleet and property capital works projects along with the department’s security access systems and audio/video conference facilities.

The Property Officer position will be responsible for delivering property related outcomes for the Department in accordance with relevant legislation policy and contractual requirements and procedures.

**Duties and Responsibilities**
Responsibilities of the APS Level 4 may include:
General:

- Monitoring and processing queues, including the ability to accurately record in ServiceNow.
- Manage client’s enquiries quickly and effectively.
- Maintain and build knowledge across all areas of responsibility.
- Day-to-day administrative tasks including, but not limited to processing forms, ensuring documentation is up to date.
- Monitor and contribute to the meeting of team’s target and KPI’s.
- Provide support and knowledge to others in the team.

Service Desk:

- Working in a rostered environment from 7 am to 7 pm.
- Support and monitor the relationship with technical teams when dealing with follow up enquiries.
- Creation of accounts for departmental and agency staff

IT Workplace Support
- Provide desktop hardware and software support.
- Investigate and resolve IT issues.
- Provide written and verbal advice.
- Undertake physical installation tasks.
- Provide support for VIPs including staff at APH.
- Assist with logistics at our Beard Warehouse IT Storage facilities.
- Hardware warranties and repairs
- Manage deliveries and shipments via third party couriers

Property Operations
- Maintaining internal property queues
- Escalation of building faults with Ventia
- Coordinating minor and major relocations
- Scheduling job sheets for contractors and removalists
- Inspections of ACT sites to identify and cleaning and building issues and/or accommodation planning.

**How to Apply**
- Provide a summary (**no more than **1000 w**ords**) that outlines your skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.
- Upload your Resume
- Provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Please refer to the
**Job Information Pack** for more information about the role.

Job Information Pack Opens in new window

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