Frontline ICT Support Specialist

NTT DATA, Inc.; Canberra; On-site; AUD 60,000 - 85,000; Full time

Job summary

NTT DATA, Inc. seeks an ICT Support Officer to deliver frontline ICT assistance to staff in Australia and overseas.

The role involves handling helpdesk requests, resolving routine issues, maintaining service records, and supporting deployment and management of ICT equipment. The position emphasizes clear communication, problem solving, and customer service excellence, with an office-based 100% role in Forrest, ACT.

Qualifications

• Experience providing frontline ICT support in a corporate environment.
• Proven ability to triage, resolve and escalate requests within defined SLAs.
• Familiarity with ITIL principles and incident management processes.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and elevate service requests and incidents in line with service levels.
• Administer user accounts, systems, devices, software and ICT asset records.
• Support ICT projects, upgrades, testing, rollouts and implementation activities.
• Prepare and update ICT procedures, user guides and knowledge articles.
• Liaise with staff, vendors and service providers to support ICT service delivery.
• Identify recurring issues and contribute to service and process improvements.
• Support cyber security controls, patching, access management and incident reporting.

Skills

Communication skills

Problem solving

Customer service

Prioritization

Team collaboration

Time management

Windows administration

ITIL awareness

Tools

Active Directory (On-Prem)

Azure AD

Job description

NTT DATA, Inc. seeks an ICT Support Officer to deliver frontline ICT assistance to staff in Australia and overseas.

The role involves handling helpdesk requests, resolving routine issues, maintaining service records, and supporting deployment and management of ICT equipment. The position emphasizes clear communication, problem solving, and customer service excellence, with an office-based 100% role in Forrest, ACT.