Senior IT Support Officer - End-User & Asset Services

Department of the Prime Minister and Cabinet NZ; Canberra; On-site; AUD 75,000 - 95,000; Full time

Job summary

Department of the Prime Minister and Cabinet NZ in Canberra is seeking a Senior IT Support Officer to deliver high-quality end-user ICT support across PM&C and partner agencies. The role covers multiple sites in Canberra and nationally, with a focus on timely incident resolution and service request fulfillment.

You will troubleshoot hardware, software and mobility issues, escalate where needed, and contribute to continuous service improvement while mentoring junior staff as part of a

Qualifications

• Demonstrated experience delivering end-user ICT support in a service desk or desktop support environment.
• Solid knowledge of Windows OS and Microsoft 365.
• Strong stakeholder engagement and customer service capability.

Responsibilities

• Provide high-quality end user ICT support across PM&C and partner agencies at multiple sites.
• Troubleshoot and triage hardware, software and mobility issues, escalate when needed.
• Manage workload using the department’s service management tool and keep records up to date.
• Provide user guidance and basic training to improve capability and reduce repeat issues.
• Contribute to service improvement and maintain knowledge base articles.
• Maintain IT asset records for lifecycle planning and risk identification.
• Coordinate mobility provisioning and administration and engage service providers.
• Support cross-agency coordination under shared service arrangements.
• Mentor junior staff and participate in performance and learning discussions.
• Provide on-site support across locations with interstate and occasional international travel.

Tools

Service management tool

Job description

Department of the Prime Minister and Cabinet NZ in Canberra is seeking a Senior IT Support Officer to deliver high-quality end-user ICT support across PM&C and partner agencies. The role covers multiple sites in Canberra and nationally, with a focus on timely incident resolution and service request fulfillment.

You will troubleshoot hardware, software and mobility issues, escalate where needed, and contribute to continuous service improvement while mentoring junior staff as part of a