Ict Field Services Support Officer

APS 5 - $81,690 - $89,615 & APS 6 - $91,944 - $104,393
- Information and Communications Technology Division
- Kakadu - NT, Perth - WA,

Our ICT staff are dedicated to delivering an exceptional customer experience for our stakeholders across Australia. They are collaborative, curious, forward thinking, and love to learn and grow. You will be part of the many welcomed faces the ICT Division to over 5,000 end users. You will be a valuable team player supporting the delivery of our ICT systems across Australia by tapping into your initiative to provide quality customer service for problem solving advice and support. The work may be dynamic with phone, in person and onsite support for customers and includes opportunities to work directly with technical specialist teams on resolving complex issues, performing upgrades and delivering projects. You will play a critical part of our ICT journey after we recently shifted from being an ICT consumer to a service provider. In this role you will help us build our service offering and sustainably power us ahead as a department while being supported to grow your ICT and APS career in whatever direction you are keen to explore. In this role you will work under the limited guidance and supervision of your manager who may be based in a different location and will be expected to provide high quality support to local Ministers and their offices and Senior Executive staff, as required. You will be provided with a range of development and career growth opportunities and can be expected to travel to locations across Australia.

**Who we are**
The department’s ICT Division has spent the last 12-months achieving significant milestones that have kicked off a transformational journey focused on laying the foundation for a technologically advanced, secure, and independent ICT environment that is adaptable, innovative, and capable of supporting the diverse needs of our internal and external customers. Our people are passionate about collaboratively finding best-fit solutions, that continuously improve our digital service delivery, secure and stabilise our IT environment, and streamline the interactions that support the department’s delivery of government priorities.

The ICT Business and Governance Branch is responsible for key enabling functions that underpin our ICT strategic planning, investment, purchases, governance, communications and operational workforce, working broadly across the division and the department. Our ICT Business Solutions and Security Branch is responsible for the delivery of the ICT business solutions lifecycle from design to sustainment, as well as the department’s cyber security - adopting a security by design approach to solutions - and artificial intelligence capability. The ICT Operational Services and Infrastructure Branch is responsible for the delivery and support of ICT services across the department, portfolio agencies and to Ministers. Responsibilities include network security and support, the delivery, deployment and support of remote and field ICT and critical incident response.

**The Job**
- Provide and handle ICT inquiries varying in complexity for our customers via phone, onsite and our IT service management platform, always providing exceptional customer service.
- Directly manage and deliver ICT support services to a high professional standard, to local Senior officials, and their offices.
- Coordinate and undertake request management processes in an ITIL-based environment, including ensuring the generation, maintenance and integrity of appropriate records and documentation.
- Manage escalated cases or complex support requests, ensuring they are resolved efficiently and appropriately.
- Ensure customers are kept up to date on the status of requests, and ensure all activities are recorded in the service platform.
- Assist with the local setup, configuration and maintenance of IT equipment in local offices and undertake inventory audits as required.
- Install, upgrade and maintain local IT hardware, including computers, laptops, printers, scanners and other peripheral devices.
- Undertake regular equipment checks to ensure optimal functionality and compliance with relevant standards, and coordinate repairs or replacements of faulty hardware in accordance with processes.
- Assist in the set up and maintenance of local network infrastructure and troubleshoot network connectivity issues including LAN, Wi-FI and VPN connections.
- Assist in the proactive identification and reporting of performance and service issues and contribute to the continuous improvement of support operations, processes and practices.
- Support the deployment of new hardware, software and system upgrades and implement security measures such as software updates, patches and antivirus installations.
- Ensure that all customer data is handled in compliance with privacy regulations and departmental confidentiality policies.
- Contribute to a safe and healthy work environment b