The role

What you will bring

Our ideal candidate will have:

• Demonstrated experience providing high-quality end user ICT support in a service desk or desktop support environment, including diagnosing and resolving hardware, software and mobility issues, and escalating effectively when required to achieve timely outcomes
• Sound knowledge and practical experience supporting contemporary end user environments (e.g. Windows OS and Microsoft 365), with the ability to quickly learn and apply new guidance and contribute to improvements in support documentation/knowledge articles
• Strong stakeholder engagement and customer service capability, including the ability to communicate clearly with a range of users (including senior staff), provide basic coaching/training, and represent ICT services professionally
• Team-focused working style with the ability to work independently, manage competing priorities, and contribute to a positive culture through collaboration, mentoring/coaching of junior staff (where required), and a continuous improvement mindset
• Experience as a team player able to work with minimum supervision in a fast-paced environment, balancing responsiveness with business process.

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 Senior IT Support Officer delivers 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 works with stakeholders at all levels to ensure timely, professional resolution of ICT incidents and service requests, contributes to continuous service improvement, and may provide guidance to junior staff as part of a collaborative support team.

Key duties include:

• Providing responsive face-to-face and remote support to resolve ICT incidents and fulfil service requests across end user hardware, software and mobility
• Troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution
• Managing workload and priorities using the department’s service management tool, including queue monitoring, allocation (where relevant), and accurate recordkeeping.
• Providing user guidance and basic training to improve customer capability and reduce repeat issues
• Contributing to service improvement activities, including maintaining/updating support documentation and knowledge base articles
• Maintaining accurate IT asset records to support lifecycle planning, risk identification and informed decision-making
• Managing inventory activities including tracking, storage, shipping/receiving, repairs, upgrades and disposals, ensuring records remain current
• Coordinating mobility provisioning and administration, including mobile phone/SIM/data card ordering and activations, and associated service provider interactions as required
• Supporting cross-agency coordination activities (e.g., change of ownership requests) under shared service arrangements
• Contributing to asset management documentation (processes, standards and reporting) and input to asset planning/strategy activities
• Building and maintaining effective relationships with customers and internal stakeholders at all levels, representing ICT services professionally
• Promoting a customer-centric support culture and advocating for PM&C ICT and digital services
• Supervising, mentoring and supporting junior staff (where required), including task guidance and on-the-job coaching, and participation in performance and learning and development discussions
• 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.