IT Service Support Officer - APS Level 4 (Canberra)

IT Service Support Officers are based in Brisbane, Sydney, Canberra, Melbourne, Adelaide and Perth. We are currently seeking to fill a position based in each of our Sydney and Canberra 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 and good IT skills that can be developed in our environment. Key responsibilities
- 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 Key qualities required
- 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 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 cutting-edge 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. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rnl69