Support Officer

Australian Department of Health Disability & Ageing; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Australian Department of Health Disability & Ageing – Melbourne VIC is seeking an APS5 STO Support Officer in the Digital Operations Branch to coordinate and triage ICT and corporate support for STO staff. You will work with vendors and stakeholders, support events, and contribute to change initiatives in a fast-paced government environment.

The role emphasizes stakeholder engagement, service delivery best practices, and a proactive team approach with minimal supervision.

Qualifications

• Experience with ICT service delivery and best practices.
• Strong stakeholder engagement and communication skills.
• Commitment to customer service excellence in government contexts.

Responsibilities

• Deliver high-quality multi-disciplinary support for STO staff.
• Provide holistic ICT and corporate support across the Corporate Operations Group.
• Address inquiries and build relationships with staff and stakeholders for excellent service.
• Coordinate and triage service requests and work with vendors to resolve tickets quickly.
• Assist with event support and involvement with departmental portfolios and priorities.
• Collaborate with stakeholders to identify priorities and facilitate cooperation.
• Support senior staff in state-based offices and contribute to change initiatives.

Skills

Stakeholder management

ICT service delivery

Customer service

Vendor coordination

Event support

Job description

Australian Department of Health Disability & Ageing – Melbourne VIC

The Digital Operations Branch within the Information Technology Division is seeking a motivated and customer-focused APS5 State and Territory Office (STO) Support Officer to join our team.

This role provides high-quality, multidisciplinary support to departmental staff across STOs, delivering responsive ICT and corporate support services that enable business continuity and an improved employee digital experience. The successful applicant will coordinate and triage service requests, work collaboratively with vendors and stakeholders to resolve issues, support events and senior departmental staff, and contribute to change initiatives across the Department.

Working under limited direction, the APS5 STO Support Officer will demonstrate strong stakeholder engagement, sound judgement, and a commitment to customer service excellence. The role is suited to a proactive team player with experience in ICT service delivery, relationship management, and supporting staff in a fast-paced operational environment.

Key responsibilities:

• Deliver high-quality multi-disciplinary support for STO staff.
• Provide wholistic support for functions in the Corporate Operations Group, including ICT services.
• Address enquiries and build relationships with staff and key stakeholders for excellent customer service.
• Coordinate and triage service requests and work cohesively with our vendors to resolve tickets within expediated timeframes.
• Engage with business areas to assist with event support.
• Build relationships and collaborate with key stakeholders to facilitate cooperation, identify priorities, and achieve outcomes.
• Provide support to state based senior staff and departmental portfolios.
• Assist with change management projects delivered by the Corporate Operations Group.

Key capabilities:

• Excellent stakeholder management and communication skills, including the ability to build and maintain relationships with key stakeholders.
• Working knowledge of ICT Service Delivery and best practices.
• Strong understanding and commitment to customer service principles and practices relating to the provision of services in Government.
• Experience as a team player able to work with minimum supervision in a fast-paced environment, balancing responsiveness with business process (displays personal drive and integrity).

Desirable experience:

• IT Service Desk, Desktop Support or other significant Customer Service experience is highly desirable.

Eligibility

• To be eligible for employment with the Department of Health, Disability and Ageing, applicants must be an Australian citizen at the time an offer of employment is made.
• An applicant’s suitability for employment with Health will also be assessed through a variety of pre-employment check processes, such as:
• Satisfactory completion of a criminal history check, and where relevant, a Working with Children and Vulnerable People Check,
• Completion of a medical declaration and pre-employment medical (where required),
• Providing evidence of qualifications (where required), and
• Obtaining and maintaining a security clearance at the required level.
• For this role applicants must be able to obtain and maintain Baseline Vetting or hold a current security clearance at an appropriate level.

Notes

• Applications close 11:30pm AEDT.
• Applicants are asked to quote reference number 26-ITDIV-32046 to assist when making an enquiry.
• This recruitment process is being used to fill both ongoing and non-ongoing positions. Non-ongoing positions will be offered on a specified term basis for an initial period of up to 12 months with the possibility of being extended (this will not exceed a total of 24 months in the same or similar role)

Getting to know the Department of Health, Disability and Ageing

The Department of Health, Disability and Ageing is focused on achieving better health and wellbeing for all Australians. The department is committed to providing an inclusive and diverse workplace where the experiences, skills and perspectives of all individuals are valued. We actively encourage applications from diverse backgrounds and cultures, so we can better represent the community we serve. The department welcomes applications from Aboriginal and Torres Strait Islander people, people with disability, mature age people, people who identify as LGBTI+, and people with parenting and/or caring responsibilities.