ICT Support Officer at NTT DATA

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

This Full time on site position offers great opportunities for career growth.

About the role

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

Criteria Essential 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.

Desirable criteria

• Experience in Active Directory on premise and Azure AD
• Demonstrated understanding of ITIL principles

About us

NTT Ltd. is a global ICT provider, employing more than 40,000 people in a diverse and dynamic workplace, and delivering services in over 200 countries and regions. We partner with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital, and secure.

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.