Ict Support Officer

Ntt Data, Inc.; Canberra; On-site; AUD 70,000 - 90,000; Part time

Job summary

NTT DATA is seeking an ICT Support Officer to deliver frontline helpdesk support from Forrest, ACT. The role focuses on resolving routine ICT issues, maintaining accurate service records, and assisting deployment and management of ICT equipment.

You will support staff in Australia and overseas, require strong communication and problem-solving skills, and contribute to delivering reliable, customer-focused ICT services in a Microsoft on-prem and cloud environment.

Qualifications

• Frontline ICT support experience
• Experience with Active Directory/Azure AD
• Familiarity with ITIL principles
• Experience in a Microsoft on‑prem & cloud environment
• Strong communication with technical and non-technical staff

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.
• 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

Skills

Helpdesk support

Customer service

Communication

Problem solving

Prioritization

Teamwork

Cyber security awareness

Azure AD

Education

Tools

Active Directory

Azure AD

ITIL

Job description

Job Description

• 3months initial contract + 3months extension
• Forrest, ACT

About the role

We are seeking an ICT Support Officer to provide 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.

This 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
• 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