The role

What you will bring

Our ideal candidate will have:

• Demonstrated experience providing ICT support in a service desk or end user support environment, including phone-based troubleshooting and remote resolution of common hardware, software and mobility issues
• Experience using an IT service management tool to manage incidents and service requests, with accurate recordkeeping and timely customer updates
• Working knowledge of contemporary end user environments (e.g. Windows OS and Microsoft 365) and the ability to follow guidance and procedures to resolve issues
• Strong customer service and communication skills, including the ability to explain technical information in plain language and work effectively with a diverse range of users
• Reliable, team-oriented working style, with the ability to manage competing priorities, follow established processes, and contribute to continuous improvement through identifying trends or recurring issues.

Job description

Who we are

The ICT Service Delivery Section provides support for ICT Services, manages the ICT asset stocktake and lifecycle and support the department’s back end IT processes, infrastructure and networking, which enable the delivery of our services. The Information Technology and Security Branch (ITSB) is responsible for the secure provision and support of ICT business services across PM&C, our Shared Services agencies and to the Prime Minister and Portfolio Minister Offices’.

What you will do

The IT Support Officer provides high-quality end user ICT support services across the Department of the Prime Minister and Cabinet (PM&C) and partner agencies, supporting multiple sites in Canberra and nationally. This customer-facing role delivers timely, professional support for ICT incidents and service requests, primarily via phone and remote channels, with on-site assistance as required. The role follows established processes and contributes to a positive customer service culture.

Key duties include:

• Providing responsive phone-based and remote support (and face-to-face support as required) to resolve ICT incidents and fulfil service requests for end user hardware, software and mobility
• Diagnosing, troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution
• Using the department’s service management tool to record, update and manage incidents and service requests, including queue monitoring and accurate recordkeeping
• Communicating clearly with customers, provide practical guidance and basic training, and set expectations on progress and resolution timeframes
• Following standard operating procedures and contribute to their maintenance by updating support documentation and knowledge base articles when fixes, workarounds or process changes are identified
• Undertaking routine ICT asset and mobility support tasks in accordance with established processes, including maintaining accurate asset records, tracking equipment, shipping/receiving, and supporting repairs/returns
• Assisting with mobility provisioning activities as required, including mobile phone/SIM/data card ordering and activations, and basic service provider follow-up
• Working collaboratively with team members and stakeholders, representing ICT services professionally and supporting a customer-centric service culture
• Providing on-site support at different locations, with interstate (and occasional international) travel as required.

Eligibility requirements

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency Head has agreed otherwise, in writing. At PM&C to be eligible for this position you should be an Australian Citizen by the completion of the recruitment process, except under exceptional circumstances.
• The successful candidate must be able to obtain and maintain a security clearance, or hold a current security clearance of an appropriate level.
• The successful candidate will be assessed through our pre-employment screening checks, such as an Australian Criminal History Check, and will normally be subject to a six-month probation period if new to the APS or has not yet completed their probation period elsewhere in the APS.

About the agency

The Department of the Prime Minister and Cabinet (PM&C) advances Australia’s national interests through high quality support to the Prime Minister and the operations of Cabinet. PM&C supports the Prime Minister as leader of the Government and of Cabinet and as leader of the country. This positions us both to provide visibility of Government priorities and influence outcomes across all Commonwealth portfolios, state jurisdictions, the Australian Public Service (APS) as an institution, and on the international stage. Our role is to provide fresh thinking and creative advice to government as stewards for the APS. We contribute ideas on the many and varied issues facing Australia, taking into consideration the views and opinions of a range of stakeholders across the private, public, not-for-profit and community sectors. The PM&C team provides pragmatic advice and finds solutions to problems so that Government policies can be effectively designed and implemented. We give particular weight to issues that are important to the Prime Minister. Our focus, put in its simplest terms, is to find new ways to improve the lives of all Australians.

Notes

Ongoing & Non-ongoing (for a period of up to 24 months)

This role is being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the PM&C delegate.

Where a non-ongoing specified term is offered, this would be for a maximum period of two (2) years. If the initial contract is for less than 2 years, it may be extended or renewed once, up to the 2 year limit.

A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.