ICT Helpdesk Specialist — Frontline Tech Support

NTT DATA; Canberra; On-site; AUD 60,000 - 90,000; Full time

Job summary

NTT Ltd. in Canberra is seeking an ICT Support Officer to deliver frontline ICT support to staff both locally and overseas, handling helpdesk requests, account and device issues, and contribute to ICT projects.

Working in the BSU, you will maintain records, assist with deployments, update procedures, and ensure security controls and high-quality customer service in a busy, office-based environment. The role requires strong communication, problem-solving abilities, and a commitment to reliable

Qualifications

• Proven experience delivering responsive ICT support in the Australian Public Service.
• Ability to analyse ICT issues, assess risks, and implement practical solutions.
• Clear communication with technical and non-technical stakeholders.
• Ability to manage competing priorities and support ICT projects in a busy environment.
• Work collaboratively while maintaining professionalism and security governance.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and allocate 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.
• As this is a Helpdesk role, this role is 100% office-based.

Skills

ICT support experience

Problem solving

Clear communication

Prioritisation

Team collaboration

Tools

Active Directory on-prem

Azure AD

ITIL principles

Job description

NTT Ltd. in Canberra is seeking an ICT Support Officer to deliver frontline ICT support to staff both locally and overseas, handling helpdesk requests, account and device issues, and contribute to ICT projects.

Working in the BSU, you will maintain records, assist with deployments, update procedures, and ensure security controls and high-quality customer service in a busy, office-based environment. The role requires strong communication, problem-solving abilities, and a commitment to reliable