ICT Apprentices

• Business Enabling Services Group / ICT (BES) Division / Internal Services and Cyber (BES/ICTD) Branch
• APS 3 ($70,834 - $81,709) | Ongoing & Non-ongoing | Full-time & Part-time
• Canberra, ACT

ABOUT THE BRANCH

The Service Centre serves as the primary point of contact for Finance staff seeking technical guidance or assistance with IT-related products and services. Our responsibilities include managing user requests, assessing their needs, and providing appropriate support or solutions.

The Service Centre provides first level support for the following services:

• IT support
• Central Budget Management System (CBMS budget application)
• Security (physical and IT)
• Facilities
• Office and Travel Services

ABOUT THE OPPORTUNITY

As part of the Service Centre and Service Delivery Processes teams, you will gain hands-on experience in a dynamic environment, providing first-level support through calls, live chat, walk-ups, and the Self-Service Portal. You'll receive on-the-job training, including exposure to the Service Desk Analyst role, and participate in team meetings, training sessions, and knowledge-sharing activities.

Key responsibilities include the following:

Client Support and Service Delivery

• Provide Level 1 ICT support via phone, live chat, walk-ups, and the Self-Service Portal, ensuring timely and effective resolution of technical issues.
• Take ownership of recurring or complex service requests, coordinating with technical leads to ensure resolution and continuous improvement.
• Contribute to service delivery enhancements by identifying trends and proposing process improvements.

Communication and Customer Service

• Maintain a professional and empathetic communication style tailored to users' technical proficiency, ensuring a positive support experience.
• Accurately log, track, and update incidents and requests using departmental service management tools, ensuring data integrity and traceability.
• Provide guidance and mentoring to APS2 team members on effective communication and service delivery practices.

Team Collaboration

• Actively contribute to team performance by sharing knowledge, supporting peers, and fostering a collaborative work environment.
• Lead or co-lead team meetings, training sessions, and knowledge-sharing initiatives to build team capability and cohesion.

Learning and Development

• Demonstrate initiative in developing technical and procedural expertise relevant to the Service Centre, including emerging technologies and departmental systems.
• Support the onboarding and development of APS2 staff by sharing knowledge and assisting with training activities.

Operational Support

• Monitor and manage the service desk queue, prioritising tasks based on urgency, impact, and service level targets.
• Champion the use of innovative AI technologies to enhance service delivery and user experience.
• Maintain and improve documentation, FAQs, and guides to ensure consistent and high-quality support across the team.

DETAILED VACANCY INFORMATION

For detailed information about this role including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.

ELIGIBILITY ADVICE & CANDIDATE NOTES

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
• Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.
• This role is being advertised as both ongoing and non-ongoing. Roles may be offered as either ongoing or non-ongoing subject to operational requirements. Where a non-ongoing position is offered, the role will be filled for a specified term of up to 12 months. Specified term vacancies may be extended up to a maximum period of 18 months.
• We encourage and welcome applications from Aboriginal and Torres Strait Islander peoples, people with Disability, LGBTQI+ people, people from culturally and linguistically diverse backgrounds and mature aged people.

CONTACT INFORMATION

• For questions relating to the online lodgement of your application, please email the Recruitment team via or call between 8:30am - 5:00pm AEDT Monday to Friday.
• We can provide adjustments, including alternate formats of the application form, to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats or have an enquiry about the support provided, please contact the Recruitment team via or call between 8:30am - 5:00pm AEDT Monday to Friday.
• For specific questions relating to this job vacancy (including requests for adjustments), please refer to the details on the contact officer located in the downloadable job pack.