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IT Service Desk Support Officer

4 weeks ago

Canberra, 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 client-focused 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 after-hours support and on-call 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
- High-level client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion
- Well developed and demonstrated problem-solving 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 high-performing team
- Familiarity with the APS Values and Code of Conduct and a commitment to uphold these at all times in the workplace.