Court Ict Help Desk – 1St/2Nd Level Support

High Court Of Australia; Canberra; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Employee discounts

Tech for personal use

Team events

Job summary

Telstra in Canberra seeks a Mobile Technical Support Specialist to help customers get the most from mobile and UC services, with support for developing technical knowledge and resolving enquiries.

You will respond to enquiries via phone, email and digital channels, log incidents in the service management system, provide first-level support and escalate when required, and keep customers informed with clear updates.

Qualifications

• Experience in customer-facing mobile support or IT service desk environments.
• Clear communication and problem-solving abilities.
• Ability to learn new systems and processes quickly.
• Citizen of Australia and eligibility for TSPV clearance.

Responsibilities

• Respond to mobile and UC product enquiries by phone, email and digital channels.
• Record and manage enquiries and incidents in the service management system.
• Use work instructions to provide first-level support and escalate when needed.
• Provide customers with timely, clear and accurate updates.
• Maintain device, SIM and service records.

Skills

Customer service

Mobile support

UC knowledge

Communication

Problem solving

Teamwork

Education

ICT qualification or certification

ITIL certification

Job description

Mobile Technical Support Specialist – Canberra, Telstra

Employment Type: Permanent
Closing Date: 27 Oct 59pm
Job Location: Canberra

We are seeking a dedicated Mobile Technical Support Specialist who will help customers get the most from their mobile and unified communications (UC) services. You will be supported to develop your technical knowledge while resolving enquiries, coordinating requests and delivering a helpful and reliable customer experience.

What you’ll do:

• Respond to customer enquiries about mobile and Unified Communications products by phone, email and approved digital channels.
• Record and manage enquiries, incidents and requests in the service management system.
• Use work instructions to identify issues, provide first‑level support and escalate when needed.
• Keep customers informed with clear, accurate and timely updates.
• Maintain device, SIM and service records.

What you’ll bring:

• Baseline Security Clearance; NV1 clearance is preferred.
• Customer service experience supporting mobile phones, or from an IT service desk, contact centre, retail or a customer‑focused setting.
• Clear communication and enjoyment of helping people solve problems.
• Organised, dependable and comfortable learning new systems and processes.
• Works well with others and takes ownership of tasks through to resolution.
• Baseline security clearance; NV1 security clearance is preferred.

And helpful, but not essential:

• An ICT qualification or certification.
• ITIL certification or a basic understanding of ITIL.

Benefits:

• Hybrid working with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost‑price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work.

We celebrate diversity and enable every voice to be heard. We welcome applications from Aboriginal or Torres Strait Islander applicants; the filling of this position is intended to constitute an equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth).

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.