IT Support Specialist – Service Desk & End-User Expert

Australian Department of the Prime Minister and Cabinet; Canberra; On-site; AUD 83,000 - 89,000; Full time

Job summary

The Australian Department of the Prime Minister and Cabinet in Canberra is seeking an IT Support Officer to deliver high-quality end-user ICT support across PM&C, with a focus on incident resolution via phone, remote channels, and on-site assistance.

This APS Level 4 role includes flexible work considerations, eligibility for ongoing and non-ongoing appointments up to 24 months, and travel within Canberra and beyond as required.

Qualifications

• Experience providing ICT support in a service desk or end-user environment.
• Experience using an IT service management tool to manage incidents and requests.
• Knowledge of Windows OS and Microsoft 365.
• Strong customer service and communication skills; able to explain technical info clearly.
• Reliable, team-oriented, able to manage priorities and contribute to improvement.

Responsibilities

• 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.
• Following standard operating procedures and contribute to their maintenance by updating support documentation and knowledge base articles when fixes, workarounds or process changes are identified.
• Undertaking routine ICT asset and mobility support tasks in accordance with established processes, including maintaining accurate asset records, tracking equipment, shipping/receiving, and supporting repairs/returns.
• Assisting with mobility provisioning activities as required, including mobile phone/SIM/data card ordering and activations, and basic service provider follow-up.
• Working collaboratively with team members and stakeholders, representing ICT services professionally and supporting a customer-centric service culture.
• Providing on-site support at different locations, with interstate travel as required.

Skills

ICT support

Service desk experience

Windows OS

Microsoft 365

Customer service

Communication

Tools

ITSM tool

Job description

The Australian Department of the Prime Minister and Cabinet in Canberra is seeking an IT Support Officer to deliver high-quality end-user ICT support across PM&C, with a focus on incident resolution via phone, remote channels, and on-site assistance.

This APS Level 4 role includes flexible work considerations, eligibility for ongoing and non-ongoing appointments up to 24 months, and travel within Canberra and beyond as required.