Senior IT Support Specialist

3 days ago

Canberra, ACT, Australia Experis Australia Full time
Job Description

We are seeking a highly skilled and experienced IT Support Specialist to join our team as a VIP Support Officer.

The successful candidate will provide technical IT support to Ministers, departmental SES Band 2/3 Officers, and their support staff via telephone, email, face-to-face, and remotely.

  • Provide technical assistance to senior government officials and their teams.
  • Offer excellent support both verbally and in writing.
  • Develop and maintain strong relationships with stakeholders at various levels.
  • Install, maintain, and troubleshoot ICT hardware, software, and peripherals.
  • Configure and administer Windows Operating Systems and Microsoft 365 services.
  • Perform administrative tasks, including Microsoft access controls and software deployments.
  • Manage incident queues and resolve service requests using the department's service management tool.
  • Identify and troubleshoot issues before escalating them to internal support teams.
  • Train new staff to ensure consistency in expectations and service delivery.
  • Participate in performance and learning and development discussions.

Our ideal candidate will possess:

  • Exceptional verbal and written communication skills.
  • The ability to communicate effectively with diverse stakeholders.
  • Experience delivering outcomes while working independently.
  • Experience responding to ICT inquiries and requests from various stakeholders.
  • Proven experience in leadership roles, fostering a positive culture with a focus on service quality.
  • Experience implementing training programs to ensure consistency in expectations and service delivery.
  • The ability to provide high-quality advice and client service on ICT matters.
  • Experience working in a support environment, with Microsoft products, including Windows Operating Systems and the Microsoft Office Suite.
  • A strong focus on Continual Service Improvement within the ICT Service Delivery context.
  • Demonstrated experience in effective people skills and the ability to engage authentically with stakeholders on complex issues.
  • Skills and experience in managing competing priorities, able to anticipate and meet the needs of stakeholders.

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