Front-line Support Officer

Job description

Agency Department of Corporate and Digital Work unit Agency Business Systems – Human and Shared

Development Services

Job title Front-line Support Officer Designation Administrative Officer 4

Job type Full time Duration Ongoing

Salary $75,091 - $85,611 Location Darwin

Position number 25404 RTF Closing 17/09/2025

Contact officer Mari Timmers, Manager Front-line Support, on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with

disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss

this with the contact officer. For more information about applying for this position and the merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the

OCPE website.

Primary objective

Provide high-level Tier 1 and 2 ICT support to a wide range of Agency Business Systems – Human and Shared Services (ABS-HSS)

customers. This includes initial processing of Jira service tickets (Clinical, Child Protection, Education and Training, Housing, Local

Government and Community Development Sports, and Youth Justice systems) within stringent timeframes and in compliance with

applicable service and security standards. The role also supports the ABS-HSS Front-line Support team in other administrative tasks, such

as user access, user deactivations, incident investigations, records management etc. as determined by the Manager Front-line Support.

Key duties and responsibilities

1. Process Jira service tickets within required timeframes and relevant service delivery and security standards. Escalate issues as required,

ensuring customer service delivery levels are not compromised.

2. Provide user-access provisioning, deactivations and quality assurance for clinical, child protection and education system user access

requests and deactivations. Identify and correct system access errors and undertake investigations if required. Ensure the archival and

maintenance of accurate records of all user access / deactivation requests.

1. Provide service desk phone support and assistance for a range of clinical, child protection and education information systems.
2. Provide administrative support to the ABS-HSS Front-line Support team to assist with the efficient provisioning and deactivation of

user accounts.

5. Follow defined service quality standards, standard operating procedures, work health and safety policies and procedures relating to

the work being undertaken to ensure high quality, safe services and workplaces.

Selection criteria

Essential

1. Demonstrated experience in working, or the ability to quickly learn to work, within a service management ticketing system associated

to the provision of ICT support to a range of critical-impact clinical, child protection and education information systems.

2. Demonstrated experience in, or the ability to quickly learn, the delivery of phone support to users of clinical, child protection and

education information systems.

3. Demonstrated sound organisational and time management skills, including the ability to prioritise tasks, problem solve under pressure,

work independently with limited supervision and a high degree of accuracy and to work cooperatively with other team members to

ensure service delivery deadlines are met.

1. Demonstrated administrative experience preferably in administering clinical, child protection and education information systems and

knowledge of Microsoft Office products, especially Outlook, Word and Excel.

1. Demonstrated oral and written communications skills, including strong interpersonal and cross-cultural skills, to effectively liaise and

interact with people from diverse cultures and professional system users of critical-impact information systems.

1. Demonstrated work ethic and attitude which emulates values of being professional, accountable, honest, respectful and innovative.

Desirable

1. Knowledge of the roles and functions of the NT Government's Departments of Health, Children and Families, Education and Training,

People Sport and Culture, Housing Local Government and Community Development.

2. Understanding of ITIL (Information Technology Infrastructure Library) Framework / Service Management

Further information

The recommended applicant is required to have a current Working with Children Clearance or have the ability to get one and undergo a

criminal history check prior to selection being confirmed. A criminal history will not exclude an applicant from this position unless it is a

relevant criminal history. When choosing to apply for this position, the applicant should consider the full requirements of the position in

aligning their work experience and capabilities to this role. Please refer to the Capability Framework, available at the following link

).