ICT Operations Support Specialist

7 days ago

Canberra, ACT, Australia Whizdom Recruitment Full time

We are seeking a highly skilled ICT Operations Support Analyst to join our team at Whizdom Recruitment in Canberra, ACT. As an ICT Operations Support Analyst, you will play a critical role in supporting the 24/7 ICT Operational environment with our client.

**Key Responsibilities:**

  • Handle incoming enquiries and fault reports via service delivery channels, collecting performance data to inform decision-making.
  • Assist with the development, research, and evaluation of service outputs to ensure high-quality results.
  • Document reported issues and communicate with customers/system owners to establish the severity and urgency of faults.
  • Identify steps to resolve issues or provide suitable work-arounds to customers while further investigation occurs.
  • Evaluate and escalate issues, providing briefings to staff members and management as required.
  • Consult external support staff to troubleshoot faults and promptly allocate unresolved issues to the responsible support team.
  • Provide regular updates to customers by monitoring the progress of fault resolution.
  • Contribute to the development and improvement of knowledge articles and Standard Operating Procedures.
  • Perform activities such as data transfers and account creation in accordance with policy and procedures.
  • Provide training and assistance to staff across teams.

**Requirements:**

  • Sound understanding of service management frameworks, including ITIL.
  • Strong technical knowledge, with the ability to troubleshoot incidents.
  • Experience managing Microsoft Active Directory objects and Microsoft Windows technologies, including Office products.
  • Sound technical knowledge of RED HAT Enterprise and/or other UNIX/Linux based Operating systems.
  • Administration tasks, such as staff rostering.
  • Excellent customer service skills.

**Security Requirements:**

  • Candidates require an active TSPV clearance or have had the clearance downgraded in the last 12 months.
  • Candidates will need to be willing to undergo pre-employment checks, including ID and work rights verification, security clearance verification, and any other client requested checks.

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