Location: Newcastle
Salary: $80,341 - $87,572
Employment Type: 12-month contract with the possibility of becoming ongoing
Attendance: Full or Part time (minimum 3 days per week)
Position Overview
This position is responsible for providing 1st and 2nd level IT support to the Federal Court of Australia, Federal Circuit and Family Court of Australia and National Native Title Tribunal's (NNTT) judiciary and staff. The IT Service Desk is the initial point of call for users of IT services provided by the Information Technology section.
Primary responsibility is being the initial point of contact with clients of the Service Desk within a small team, which is part of a larger team delivering support to clients. Most of the work will entail answering of calls to the IT Service Desk and monitoring email and IT Service Portal queries. These interactions are to be logged in the IT Service Management tool (Ivanti Service Manager) where possible queries are to be resolved and where not possible escalated to other support teams.
Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court's eApplications.
Competencies and Attributes
The IT Service Desk delivers support to a highly professional workforce dependent on ICT services and excellent assistance being available. Providing these services requires sound technical skills, ability to understand issues and knowledge in IT policies, and the Federal Courts operation.
A positive attitude is required and the ability to demonstrate initiative and take ownership of incidents. You must effectively handle pressure situations and communicate clearly with all clients, including Judges and Executives. Ideally, having worked in a team environment with team members geographically dispersed with experience supporting clients, both remotely and in-person.
This role encompasses diverse service desk and desktop support responsibilities. Knowledge and understanding of ITIL processes and experience in supporting Microsoft applications are desirable.
Please address the below target questions in your statement Target Question
Provide two examples of where a customer has raised a technical issue (one relating to hardware and one relating to software). Please include what troubleshooting was completed, if any work arounds were provided, what resolution was provided and how you kept the customer informed through the duration of the investigation.
Contact Officer
For more information, please contact Nic Tresise, IT Service Desk Team Leader by email (preferred) ****** or phone: 02 6060 3000.
Please note that direct emailed applications to the IT Service Desk Team Leader are not able to be accepted.
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