ICT Support Specialist

1 month ago


Perth, Western Australia DevelopmentWA Full time

About the Role:

The ICT Customer Support Officer role at DevelopmentWA involves providing exceptional customer-centric front-line support to staff and contractors across various locations.

This role requires the ability to resolve or escalate incidents and service requests according to the agreed support model, while maintaining accurate records and providing timely updates to stakeholders.

Key Responsibilities:

  • Responding to incidents and service requests from staff and contractors using the DevelopmentWA ICT infrastructure and information systems
  • Recording the details of all incidents and service requests, monitoring their progress and ensuring accurate provision of information in communications to the originator and between all other parties
  • Providing first and second-line incident and problem management for users and desktop SOE issues
  • Maintaining the register of applicable ICT assets throughout their lifecycle to facilitate providing accurate reports to ICT management and the Finance team when required
  • Assisting in the design, development, deployment and maintenance of one or more desktop standard operating environments (SOEs)
  • Assisting with evaluating, planning, executing, testing and implementing desktop hardware or software upgrades and voice communication technologies
  • Aiding business users with operating the audio/visual equipment and collaboration software, including Microsoft Teams installed in meeting rooms and general areas

About You:

  • Proficiency in identifying and resolving non-technical issues for individuals using technology, prioritising service requests
  • Strong understanding of Windows operating systems, desktop software/hardware, and SOE deployments
  • Ability to work autonomously and collaboratively, demonstrating effective communication and interpersonal skills with a commitment to high-level customer service
  • Extensive knowledge and skills in operating and controlling IT infrastructure
  • Proven expertise in managing customer service functions
  • Expertise in processing and coordinating timely responses to incidents and service requests
  • Proficient in providing network maintenance and support services

What We Offer:

As a valued member of the DevelopmentWA team, you will enjoy a range of benefits, including flexible working arrangements, opportunities for professional development and a commitment to sustainability.

Join a dynamic and progressive workplace culture built on our core values of Brilliance, Alliance, Courage and Integrity.



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