ICT Support Officer

NTT; Canberra; On-site; AUD 60,000 - 80,000; Full time

Job summary

NTT in Canberra is seeking an ICT Support Officer to provide frontline helpdesk support to staff in Australia and overseas, manage incidents, maintain asset records, and assist with deployment of ICT equipment. This role sits in the Business Systems Unit and is 100% office-based.

The successful candidate will communicate clearly with both technical and non-technical stakeholders, triage requests, support ICT projects, and uphold ITIL and security governance while delivering high-quality customer

Qualifications

• Responsive ICT support experience in the Australian Public Service and user issue troubleshooting.
• Analyses ICT issues, identifies risks, and proposes practical, actionable solutions.
• Clear communication with technical and non-technical stakeholders.
• Ability to manage competing priorities and deliver in a busy service environment.
• Collaborative team player with integrity and commitment to ICT security governance.
• Experience with Active Directory on-premises and Azure AD.
• Solid understanding of ITIL principles and service management.

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.
• As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based

Skills

ICT support

Troubleshooting

Stakeholder communication

Service delivery

Incident management

Cyber security awareness

ITIL knowledge

Tools

Active Directory on premise

Azure AD

Job description

The ICT Support Officer provides frontline ICT support services to our client's staff in Australia and overseas. The role is responsible for responding to helpdesk requests, resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment.

Working as part of the Business Systems Unit (BSU), the position contributes to the delivery of reliable and customer-focused ICT services while supporting broader ICT projects and operational activities. The role requires strong communication skills, sound problem-solving abilities, and a commitment to delivering high-quality customer service.

Key duties and 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.
• As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based

Criteria

• Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.
• Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
• Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
• Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.
• Experience in Active Directory on premise and Azure AD
• Demonstrated understanding of ITIL principles