IT Service Desk Officer - Remote & On-site Support

Department of the Prime Minister and Cabinet; Canberra; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

Department of the Prime Minister and Cabinet (PM&C) is seeking an IT Support Officer to deliver high-quality end-user ICT support across Canberra and national sites. You will handle incidents and service requests, provide guidance and basic training, and use ITSM tools to track work while following established processes and ensuring customer satisfaction.

The role requires clear communication, documentation, and a willingness to travel as needed, with on-site support across multiple locations

Qualifications

• Experience providing ICT support in a service desk or end-user environment.
• Familiarity with incident management and service request handling.
• Ability to explain technical information in plain language.

Responsibilities

• Provide phone-based, remote, and on-site ICT support as needed.
• Diagnose and troubleshoot hardware, software, and mobility issues.
• Record and manage incidents in the service management tool.
• Communicate clearly with customers and set expectations on resolution times.
• Update support documentation and knowledge base when fixes are identified.
• Assist with mobility provisioning and asset tracking.
• Collaborate with team members and stakeholders to maintain a customer-centric culture.
• Occasional interstate travel and on-site support across multiple sites.

Skills

ICT support

Service desk

Windows OS

Microsoft 365

Customer service

Tools

ITSM tool

Job description

Department of the Prime Minister and Cabinet (PM&C) is seeking an IT Support Officer to deliver high-quality end-user ICT support across Canberra and national sites. You will handle incidents and service requests, provide guidance and basic training, and use ITSM tools to track work while following established processes and ensuring customer satisfaction.

The role requires clear communication, documentation, and a willingness to travel as needed, with on-site support across multiple locations