ICT Customer Support Specialist

1 day ago

Australia beBeeAdvisory Full time $91,702 - $104,753

ICT Customer Support Specialist

As an ICT Customer Support Specialist, you will play a critical role in establishing and maintaining productive working relationships between Joint Capabilities Group (JCG) stakeholders and Defence personnel. Your goal will be to provide JCG Operations Division with proactive representation of customer issues and requirements.

Key responsibilities include:

  • Developing and executing Relationship Management Plans to support targeted liaison and engagement with Defence personnel;
  • Leading and mentoring a small team of regionally based Relationship Managers;
  • Coordinating and delegating tasks to the regional team to deliver functional outcomes required by the Assistant Director;
  • Navigating through the Defence ICT environment to assist regional ICT users in finding solutions to their problems;
  • Providing advocacy for all Defence ICT users to enhance the ICT experience;
  • Acting as an intermediary/liaison between regional ICT users and providers of Regional ICT services;
  • Escalating regional ICT issues and improvements to the appropriate authorities;
  • Provision of timely responses to ICT user queries;
  • Developing transition strategies to maintain and develop customer relationships during ADF posting cycles;
  • Identifying issues and pain points, developing strategies to address them or escalating where necessary;
  • Providing training and advice to Defence ICT users to promote self-help resolutions;
  • Directing regional based ICT users to technical support;

Applicants may also be allocated secondary roles for their region, including acting as the WHS representative, Unit Security Officer, Business Management Team Lead, First Aid Officer, and Warden.

This role requires the ability to work within a government environment and may involve regional and interstate travel.

About Our Team

The Directorate of Regional ICT Services acts as the Joint Capabilities Group (JCG) representative for all ICT products and services delivered to Defence regional bases and sites across Australia and internationally. Our team comprises a mix of Australian Public Service (APS), Australian Defence Force (ADF) and Contracted personnel located across approximately 56 major Defence bases Australia-wide.

Our Culture

Our culture is driven by a

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