Ict End User Support Officer

APS 5 - $81,690 - $89,615 & 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

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 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.

**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 End User Workspace Section is responsible for management of the Department’s ICT desktop fleet and mobile devices, providing technical support for the desktop image and management of the Department’s IT Service Management tool (ServiceNow).

**The Job**
- Handle more complex inquiries for our customers via phone and our IT service management platform, always providing exceptional customer service.
- 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 recorded telephony 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.
- Assist in the proactive identification and reporting of performance and service issues and contribute to the continuous improvement of support operations, processes and practices.
- 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.

In addition to the above, an APS 6 position would:

- Assist in coordinating daily team activities, monitoring workload distribution, and ensuring high service levels.
- Train, coach and develop support staff.
- Undertake operational performance monitoring and reporting as required of the team.

**What we are looking for**
**Knowledge and experience**
Experience in delivering quality customer telephony support services to a range of stakeholders. We are recruiting for Level 5 and Level 6 Telephone Support Officers.

APS 5 would be expected to have one to two years’ work experience in IT Service delivery.

APS 6 would be expected to have at least two to three years’ experience in IT Service Delivery, in the management of small client-focused delivery teams and have a demonstrated understanding of telephony systems and customer