Executive ICT Client Services Officer

Australian Department of Agriculture, Fisheries and Forestry; Canberra; On-site; AUD 70,000 - 100,000; Full time

Job summary

Australian Department of Agriculture, Fisheries and Forestry – Canberra ACT is seeking an ICT Client Services Officer to join the ICT Services Division. The role focuses on delivering secure, specialised ICT support to senior executives, Ministers’ offices and staff, with autonomous work practices and high service standards.

You will manage complex escalations, provide timely, secure guidance, and contribute to ongoing service improvements while collaborating with internal teams and external

Qualifications

• Experience operating in an ICT support function or service desk environment.
• Demonstrated knowledge of end-user ICT systems, Microsoft 365 and enterprise device support.
• Experience preparing complex correspondence, reports and knowledge articles.
• Experience conducting regular quality assurance checks and documenting processes and actions.

Responsibilities

• Provide specialist ICT support to senior executives and ministerial offices with secure, tailored services.
• Perform advanced troubleshooting across complex ICT issues to ensure timely resolution.
• Monitor service delivery against SLAs and escalate risks or issues as required.
• Drive service improvement opportunities and maintain knowledge base content.
• Identify interconnected ICT issues, anticipate risks and implement practical solutions.
• Deliver reliable advice on ICT incidents and disruptions with clear documentation for auditing.

Skills

ICT support

MS 365 knowledge

Escalations management

Knowledge articles

Job description

Australian Department of Agriculture, Fisheries and Forestry – Canberra ACT is seeking an ICT Client Services Officer to join the ICT Services Division. The role focuses on delivering secure, specialised ICT support to senior executives, Ministers’ offices and staff, with autonomous work practices and high service standards.

You will manage complex escalations, provide timely, secure guidance, and contribute to ongoing service improvements while collaborating with internal teams and external