Senior ICT Support Specialist

1 week ago

Canberra, ACT, Australia beBeeICT Full time $115,555 - $133,332
Job Title: Senior ICT Support Specialist

This is a senior role within the Attorney-General's Department (AGD) responsible for delivering high-quality, discreet, and responsive support to senior stakeholders.

Key Responsibilities:
  • Independently manage and resolve complex technical issues across Microsoft 365, end-user devices, conferencing systems and enterprise applications.
  • Primary escalation point for VIP support coordinating with internal teams, service providers, and vendors.
  • Communicate effectively maintaining a calm, responsive, and professional approach.
  • Monitor support quality and user satisfaction, identifying and implementing improvements to the VIP support.
  • Maintain accurate and up-to-date documentation of VIP support procedures, known issues, and resolutions.
  • Contribute to departmental ICT projects by offering input on user experience, support implications, and transition- to-support processes.
  • Ensure alignment with IT service management frameworks, including ITIL.
  • Manage time and competing priorities independently, delivering consistent and high-quality support.
  • Stay up to date with emerging technologies and systems, identifying opportunities for improvements.
  • Prepare and deliver reports and updates on support activities, trends, and issues relevant to executive users.
Requirements:
  • Extensive experience providing ICT support to VIPs, Executives, or high-profile users in government or enterprise environments.
  • Strong technical skills with Microsoft 365, end-user devices and ICT service operations.
  • Exceptional communication and relationship management skills, with the ability to support and reassure senior stakeholders.
  • Proven ability to work independently, exercise discretion, and deliver under pressure.
  • Sound understanding of IT service management frameworks (e.g. ITIL) and enterprise ICT environments.
  • Interstate travel as required.

This role operates independently, requiring strong technical proficiency, excellent judgement, discretion, and a high degree of professionalism. The Assistant Director plays a critical role in maintaining service reliability, user satisfaction, and operational alignment with AGD ICT standards.

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