Ict Support Team Leader

APS 6 - $91,944 - $104,393
- Information and Communications Technology Division
- Adelaide - SA, Brisbane - QLD, Canberra - ACT, Darwin - NT, Hobart - TAS, Melbourne - VIC, Perth - WA, Sydney - NSW

Do you want to love where you work, who you work with and want to contribute to Australia’s climate change and energy agenda? Staff in the ICT division are dedicated to delivering an exceptional customer experience for our stakeholders across Australia passionate about their role in helping to protect Australia’s environment and water resources for generations to come. They are collaborative, curious, forward thinking, and love to learn and grow. Our ICT Service Desk are the face of our division. You will be a valuable team player supporting the delivery of our ICT systems 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. We have locations across Australia and some roles will find themselves travelling across the country to provide ICT support, including in a range of Australia's national parks.

**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 a first point of contact for customers on ICT needs via phone and our IT service management platform, always providing exceptional customer service.
- Ensure the consistent resolution of a range of customer issues including escalating and assisting with the investigation and resolution of complex issues, problems and incidents.
- Ensure customers are kept up to date on the status of recorded incidents and request, and ensure all activities are recorded in the service platform.
- Coordinate and undertake request management processes in an ITIL-based environment, including ensuring the generation, maintenance and integrity of appropriate records and documentation.
- Diagnose and trouble shoot technical issues relating to hardware, software and network connectively while providing step-by-step guidance to customers to help uplift end user IT capability.
- Assist in the proactive identification and reporting of performance and service issues and contribute to the continuous improvement of Service Desk operations, processes and practices.
- Assist in the proactive identification and reporting of performance and service issues and contribute to the continuous improvement of Service Desk operations, processes and practices.
- Undertake information and records management processes, review and update internal and external knowledge articles and actively contribute to the growth and maintenance of ICT Knowledge Management.
- Contribute to a safe and healthy work environment by taking personal accountability and identifying and reporting incidents, hazards and injuries in accordance with the department's policy and procedures.
- Ensure that all customer data is handled in compliance with privacy regulations and departmental confidentiality policies.
- Provide a higher degree of technical support and escalation f