IT Service Support Officer

Employment Opportunity

Service Support Officers are based in Brisbane, Sydney, Canberra, Melbourne, Adelaide and Perth. We are currently seeking to establish a merit list that may be used to fill future vacancies in any of our national offices. The IT Service Support team provides first and limited second level IT support to the Attorney-General's Department (AGD) and associated entities. IT Service Support Officers provide high quality support to staff of the department and Minister's office via email, phone and the service request portal. Support Officers must have great client service and problem-solving skills with good IT skills that can be developed in our environment.

Key responsibilities include:

• Provide a superior client-focused information and technology support service to clients in all areas of the department and the Minister's office
• Log, respond to, and resolve service requests, information requests, incidents, problems and requests for change from clients, using the Service Management tool
• Install and configure supported software and hardware
• Contribute to the implementation, maintenance and continual improvement of IT service processes, documentation and other procedures
• Adhere to key performance indicators and ensure that service level standards are met
• IT asset management and stock control
• Assist in setup of local IT facilities and meeting rooms
• Assist staff with data transfer tasks
• Provide technical advice and guidance on supported products and services
• Contribute to a positive culture that values innovation and ideas
• May be required to travel or participate in an after-hours support and on-call services roster

How you can help us make a difference

We seek people who bring fresh ideas, diverse experience, and global perspectives, and are willing to explore innovative ways of working. People who work for us will be strong communicators, have excellent client service skills, display leadership at all levels, apply information effectively to solve problems, and work collaboratively to achieve outcomes.

Key qualities required of the role:

• Demonstrated experience in the provision of support services in a busy and complex environment
• Demonstrated expertise, or ability to develop expertise, across a range of different IT applications
• High-level client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion
• Well-developed and demonstrated problem-solving skills and the ability to logically work through issues
• Ability to listen and communicate effectively with a wide range of stakeholders, and positively represent Information Division
• Display sound judgment in responding effectively to stakeholder needs, including demonstrated attention to detail
• Manage own time effectively to accomplish tasks and monitor task completion against milestones
• Effectively prioritise work in line with team, divisional, and departmental objectives
• Take responsibility for seeing own work tasks through to completion and work effectively as part of a high-performing team
• Familiarity with the APS Values and Code of Conduct and a commitment to uphold these at all times in the workplace.

The Affirmative Measures (Indigenous) process is open only to Aboriginal or Torres Strait Islander people who meet the criteria below. The filling of this vacancy is intended to constitute an affirmative measure under Section 8(1) of the Racial Discrimination Act 1975.

To be eligible to apply for this role, you must:

• be of Aboriginal or Torres Strait Islander descent and/or identify as Aboriginal or Torres Strait Islander
• be accepted by community as being Aboriginal or Torres Strait Islander.

Confirmation of Aboriginal or Torres Strait Islander heritage will be required prior to the finalisation of the selection process. The department will consider allowances in some circumstances, however evidence of Aboriginal or Torres Strait Islander status is likely to include the following:

• a letter signed by the Chairperson of an incorporated Indigenous organisation confirming that the applicant is recognised as an Aboriginal or Torres Strait Islander person
• a confirmation of Aboriginal or Torres Strait Islander descent document executed by an Indigenous organisation.

Note: The need to provide confirmation of Aboriginal or Torres Strait Islander heritage is not required as part of the application process.