IT Support Officer - Flexible, Customer-Facing Service Desk

PM&C; Canberra; On-site; AUD 83,000 - 89,000; Full time

Job summary

The IT Support Officer role in PM&C's Digital & Workplace Services Branch sits in Canberra and supports multiple sites. You will deliver high-quality end-user ICT support across the department and partner agencies, handling incidents and service requests primarily via phone and remote channels with on-site assistance as required.

Successful candidates will follow established procedures, maintain accurate records, and contribute to a customer-centric service culture.

Qualifications

• Experience providing ICT support in a service desk or end user environment.
• Ability to troubleshoot hardware, software and mobility issues remotely and by phone.
• Familiarity with Windows OS and Microsoft 365 environments.

Responsibilities

• Provide responsive phone-based and remote ICT support to resolve incidents and service requests.
• Diagnose, troubleshoot and triage issues, escalating when needed and following through to resolution.
• Record and update incidents using the service management tool and maintain accurate documentation.

Skills

Phone support

Remote support

Face-to-face support

Windows OS

Microsoft 365

Customer service

Clear communication

Tools

ITSM tool

Asset management

Job description

The IT Support Officer role in PM&C's Digital & Workplace Services Branch sits in Canberra and supports multiple sites. You will deliver high-quality end-user ICT support across the department and partner agencies, handling incidents and service requests primarily via phone and remote channels with on-site assistance as required.

Successful candidates will follow established procedures, maintain accurate records, and contribute to a customer-centric service culture.