Service Delivery Officer | Full-time Temporary with a Possibility of Permanency

ACT; Canberra; Híbrido; AUD 55.000 - 65.000; Jornada completa

Descripción de la vacante

The ACT Government is seeking a Service Delivery Officer to join the ICT Service Desk in Canberra. This full-time temporary role provides first-level ICT support to staff, handling calls, emails, troubleshooting, and incident logging.

On-site field support is required on a rotational basis, with opportunities for permanency and flexible/hybrid work. You will contribute to service outcomes within KPI targets, communicate effectively, and support staff with ICT issues while pursuing professional

Formación

• A provisional or full driver’s licence class C is essential.
• Australian citizenship at time of application and ability to obtain/maintain security clearance at BASELINE level.

Responsabilidades

• Answer phone calls and respond to emails.
• Perform first level ICT troubleshooting and log ICT requests or incidents.
• Provide face-to-face on-site field support on a rotational basis.

Descripción del empleo

Service Delivery Officer
Full-time Temporary with a Possibility of Permanency

Details: Join Our Team and Build a Rewarding Career in Information Technology

The ICT Service Desk team is looking for an enthusiastic person with the right mix of customer service and ICT knowledge to join our team. You will be providing first level ICT support to a broad range of staff working for the ACT Government.

As part of the ICT Service Desk team, you will contribute to achieving positive service results within the parameters of team key performance indicators. Your daily duties will encompass answering phone calls, responding to emails, first level troubleshooting, and recording of ICT requests or incidents. There is also the requirement to provide face‑to‑face on‑site field support on a rotational basis.

The successful applicant will possess a good understanding of ICT and know how to effectively communicate to troubleshoot common problems. If you think you have the relevant experience and skills, please review the Position Description and apply as directed below. We are committed to fostering professional development, encouraging continuous learning, and actively involving our staff in the delivery of our team’s strategic objectives.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility/Other requirements:

• A provisional or full driver’s licence class C is essential.
• The successful applicant must be an Australian citizen at the time of application and possess or acquire and maintain a security clearance at the BASELINE level as an eligibility requirement for the position, which will be sponsored by the ACT Government. Further information about the clearance process can be found on the AGSVA website

Notes:

This is a temporary position available for a period of up to 12 months with the possibility of permanency. A Merit Pool will be established from this selection process and will be used to fill vacancies over the next 12 months. Flexible Working/Hybrid Options:Opportunities for flexible working options could include hybrid working, being a combination of working from home, designated office based and FlexiSpace working locations across the ACT, part-time hours, job-sharing, flexible start, and finish times.

Short Video Response (maximum 1-2 minutes)

This is an opportunity to introduce yourself and demonstrate your communication skills. Your video should complement your written application and curriculum vitae rather than repeat them.

In your video:

• Briefly introduce yourself
• Using the S.T.A.R. method (Situation, Task, Action, Result), describe a time you provided support to a customer, colleague or stakeholder. How did you communicate with them and manage their expectations?
• Explain the outcome and what you learned from the experience.

We are interested in how you communicate with others, adapt your communication style to different audiences, and contribute to positive workplace outcomes.

Additional Information for applicants

How to create and submit your video

• Sign up to create an account with Dropbox or Google Drive.
• Record a short video (up to 2 minutes) on your preferred device
• Upload a video file in Dropbox or Google Drive.
• Copy the link to your video and include it at the top of your Pitch.

How to share and copy link to video files

Read the position description/s carefully - try not to waste time talking about anything that isn’t relevant to the roles.

• Write down what you want to say
• Don’t recite your CV or your written application – work off a script but don’t read it word for word
• Use a different example to the ones used in your written application – try and use a recent example that is relatable to the position you are applying for
• Think about what you will wear – make a good first impression
• Practice, practice, practice
• Choose a well-lit setting and reduce background noise, use an appropriate background, turn the volume up
• Record it
• Watch your video and get someone else to watch it too - re film or edit as necessary
• Check the visual and audio quality of the final product and that you have saved in the correct format, and it is sharable/accessible.

Tip: Share your video with a friend or family member prior to applying to ensure that it is accessible.

HELPFUL TIPS FOR WRITING A SUCCESSFUL APPLICATION

Providing specific evidence-based examples of your past experience, will show the selection panel that you understand the position requirements and that your capabilities will enable you to perform well in the role.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal .

Note

This is a temporary position available for a period of up to 12 months with the possibility of permanency.