Federal Court of Australia IT Service Desk Technician

1 day ago


Canberra, ACT, Australia Federal Court of Australia Full time
About the Role

We are seeking a Technical Support Professional for Judiciary and Staff to join our IT Service Desk team. In this role, you will be responsible for providing 1st and 2nd level IT support to the judiciary and staff, serving as the initial point of contact with clients within a small team. You will answer calls to the IT Service Desk, monitor email and IT Service Portal queries, and log these interactions in the Ivanti Service Manager tool. Possible queries will be resolved, and where not possible escalated to other support teams. Clients of the IT Service Desk include Judges, Registrars, Members, and Registry staff, along with external clients who utilize the Court's eApplications. You will deliver quality ICT support services to clients, possessing excellent communication skills, written and verbal, and the ability to understand, troubleshoot, and provide support via phone, remotely, and in-person. Additionally, you will record all incidents, service requests, and problems in the IT Service Management Tool and manage individual work queues, as well as assist in team queue management. You will also create knowledge base articles for use by judges and court staff and within IT. The ideal candidate will possess technical skills to support clients working in a Microsoft environment on Windows 10 using M365 suite, user administration, deployment of hardware, SOE, and approved software, and printer support and vendor engagement.

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