Senior ICT Specialist

2 days ago

Canberra, ACT, Australia beBeeSeniorICTSpecialist Full time

To find out more about this vacancy, click on the 'Apply Now' button to the left of this advertisement.

About the Position

The role of Senior ICT Specialist is a senior, hands-on position within a government department responsible for delivering high-quality, discreet, and responsive support to the department's most senior stakeholders including SES, Executive, and Ministerial staff.

As the primary point of contact for ICT support, the role requires deep technical expertise, sound judgment and exceptional interpersonal skills. The position ensures users receive a seamless and reliable ICT experience, managing and resolving complex issues across devices, software, and services in alignment with departmental and Commonwealth ICT and security standards.

This is an autonomous role that contributes significantly to service quality, stakeholder engagement, incident coordination, and service improvement across the broader ICT environment.

Key Responsibilities:

  • Independently manage and resolve complex technical issues across Microsoft 365, end-user devices, conferencing systems and enterprise applications
  • Primary escalation point for 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 support
  • Maintain accurate and up-to-date documentation of 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 senior stakeholders

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

What We Offer:

  • Flexible work arrangements will be considered and supported where possible

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