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

Why YOU are important to us and what impact will you have on the ICT Services Division and the departments’ goal.

The ICT Services Division delivers secure and modern technology solutions that enable the department to operate effectively 24/7. We manage ICT systems that support collaboration, innovation and service delivery across Australia. Our goal is to provide a reliable ICT environment that empowers staff to focus on outcomes and operational excellence. By continuously improving our platforms and tools, we help the department stay connected and future ready.

We provide essential ICT support and cyber security services that keep the department’s systems safe, reliable and user-friendly. Our team ensures staff have access to secure desktop environments and responsive technical assistance. We protect sensitive information and maintain operational continuity by proactively managing risks and resolving issues in real time. By enabling secure and efficient ICT workspaces, we help staff stay productive and focused on delivering outcomes that matter.

Why YOU are important to us and what impact will you have on the ICT Services Division and the departments’ goal.

The ICT Services Division delivers secure and modern technology solutions that enable the department to operate effectively 24/7. We manage ICT systems that support collaboration, innovation and service delivery across Australia. Our goal is to provide a reliable ICT environment that empowers staff to focus on outcomes and operational excellence. By continuously improving our platforms and tools, we help the department stay connected and future ready.

We provide essential ICT support and cyber security services that keep the department’s systems safe, reliable and user-friendly. Our team ensures staff have access to secure desktop environments and responsive technical assistance. We protect sensitive information and maintain operational continuity by proactively managing risks and resolving issues in real time. By enabling secure and efficient ICT workspaces, we help staff stay productive and focused on delivering outcomes that matter.

The key duties of the position include:

This is where you play an important role.

As an ICT Client Services Officer you will be part of a team dedicated to supporting the department's Senior Executive Service, Minister's office and support staff. The duties of the role may include some or all of the following:

• Providing specialist ICT support to Senior Executive staff and Ministerial offices, delivering responsive, tailored and secure services.
• Conducting advanced troubleshooting and problem analysis across complex ICT issues, ensuring timely and effective resolution.
• Monitoring service delivery performance against SLAs, providing reports and escalating risks or emerging issues when required.
• Identifying and driving service improvement opportunities, contributing to continuous improvement activities and maintaining technical and operational knowledge base content.
• Recognising interconnected ICT issues, anticipating risks and investigating practical solutions to strengthen overall service delivery.
• Delivering reliable, timely advice on ICT incidents, service disruptions and complex technical matters that is supported by clear documentation to ensure auditing, assurance and knowledge continuity.
• Collaborating with internal ICT teams and external service providers to resolve issues impacting VIP clients whilst building strong relationships with key stakeholders and proactively addressing their support needs.
• Delivering high-quality, tailored communication and ICT support that meets the specialised requirements of executive and ministerial operating environments.
• Working with a high degree of autonomy under limited direction to deliver consistent, high-quality outcomes while contributing to a collaborative and professional team culture focused on exceptional VIP service delivery.
• Supporting junior staff, guiding their technical development and ensuring high standards of work quality across the team.

Please note that this recruitment process will initially be used to fill one vacancy in the section. The merit pool established through this selection process, which is valid for a period of eighteen months from the date the vacancy was advertised in the Public Service Gazette, may be used to fill future ongoing and non-ongoing vacancies in the branch where the duties are of a similar nature.

Eligibility

Who we are looking for

Knowledge and experience

Our ideal applicant will have:

• experience operating in an ICT support function or service desk environment
• demonstrated knowledge of end-user ICT systems, Microsoft365 and enterprise device support including the ability to provide specialist guidance and manage complex escalations
• experience preparing complex correspondence, reports and knowledge articles that support service continuity and operational improvement
• experience conducting regular quality assurance checks and documenting processes, incidents and actions to support organisational learning and audit requirements.

Eligibility and other Requirements

The successful applicant must:

• hold and maintain a valid Australian motor vehicle drivers licence
• note that the position may require them to participate in an on-call roster (for which an appropriate restriction allowance will be paid) and be available to perform duty outside standard hours.