IT Support Specialist — Remote & On‑Site End‑User Help

Department of the Prime Minister and Cabinet NZ

Canberra

Presencial

AUD 60.000 - 75.000

Jornada completa

Hace 2 días

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Descripción de la vacante

Department of the Prime Minister and Cabinet NZ in Canberra is seeking an IT Support Officer to deliver end-user ICT support across PM&C and partner agencies, across multiple sites in Canberra and nationally.

You will resolve incidents and service requests mainly via phone and remote channels, with on-site visits as required, following established procedures and contributing to a customer-centric service culture.

Formación

Experience providing ICT end-user support via phone or remote channels.
Familiarity with Windows OS and Microsoft 365 environments.
Ability to follow procedures and document incidents accurately.

Responsabilidades

Providing responsive phone-based and remote support (and face-to-face support as required) to resolve ICT incidents and fulfil service requests for end user hardware, software and mobility.
Diagnosing, troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution.
Using the department’s service management tool to record, update and manage incidents and service requests, including queue monitoring and accurate recordkeeping.
Communicating clearly with customers, provide practical guidance and basic training, and set expectations on progress and resolution timeframes.