ASD > Careers > ASD 4 ,5 & 6 ICT Customer Support Officer ASD 4 ,5 & 6 ICT Customer Support OfficerTotal Salary Package: $80,743.52 – $110,886.88 incl. 4% service allowance (plus 15.4% superannuation)Location: Canberra - ACTThe RoleASD 4 ICT Customer Support OfficerRespond to common requests support by providing information to enable resolution and promptly refer unresolved calls as appropriate.Accountable to assist in investigation and resolution of issues relating to application and network problems.Acquire and apply knowledge of the current business practices used within ASD for preparing reports and advisory notices.Build and sustain effective working relationships with team members and actively participate in teamwork and group activities.Listen and take note of internal and external stakeholder needs and expectations.Assist in recommending solutions to issues impacting the achievement of desired outcomes.Assist in solving problems for a broad range of issues involving analysis, diagnosis, evaluation, and the development of new criteria.ASD 5 ICT Customer Support OfficerAccountable to respond to support requests providing information to enable problem resolution and promptly refer unresolved calls as appropriate.Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support.Understand and apply knowledge to general features and capabilities of ASD and current industry-accepted hardware and software products.Build and sustain effective working relationships with team members and actively participate in teamwork and group activities.Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations.Resolve problems using expertise in analysis, diagnosis, and evaluation, taking the initiative to identify alternative courses of action.Design solutions to issues impacting the achievement of desired outcomes.Communicate service and degradation issues to customers applying a range of customer service skills.Accountable to allocate work, resources, and tasks, set work priorities, develop strategies, and evaluate business outcomes.ASD 6 ICT Customer Support OfficerAssist in leading a team, allocate work, resources, and tasks, and set work area priorities, develop strategies, and evaluate business outcomes.Accountable for accurate completion of work within timeframes, share own expertise with others, and guide and mentor less experienced employees.Accountable for reporting, analysis, and liaison to support and implement continuous improvement activities.Accountable for preparing clear work plans, strategies, and team goals and identifying broader influences that may impact the team's work objectives.Communicate and implement service delivery procedures to achieve business outcomes.Review and recommend continuous improvement strategies to ensure service delivery is optimized.Work collaboratively with internal and external stakeholders to meet customer needs and expectations.Analyze service delivery practices in order to produce operational processes and procedures.About our TeamASD is entering an exciting phase of growth, innovation, and transformation. Our agency has committed to delivering REDSPICE, which is the most significant single investment in the Australian Signals Directorate's 75 years. The ASD Service Hub provides the first point of contact for support to ASD's Corporate and IT services, enabling ASD's missions and capabilities. With multiple positions to fill, you will be working in a high-performing, dynamic environment with a focus on providing support to clients, triaging, and escalating their requests to relevant support areas. Working within the Service Hub provides you with a unique advantage of gaining an understanding of the full facet of ASD's functions and capabilities and will help shape the direction of your career within ASD.Our Ideal CandidateThe Service Hub plays a fundamental role in delivering critical capabilities used by ASD's workforce, and we are looking for individuals from a range of backgrounds and levels of skill who encompass a variety of the below attributes.ASD 4 ICT Customer Support OfficerThink analytically and enjoy problem-solving.Excellent communication and interpersonal skills.Ability to understand and navigate routine to complex incidents and requests.Detail-oriented.Ability to think strategically.Ability to work effectively within a team environment.Willingness to learn new skills and stay updated with ICT trends.ASD 5 ICT Customer Support OfficerAbility to diagnose and resolve complex technical issues.Ability to mentor junior staff.Exceptional communication and interpersonal skills.Detail-oriented.Ability to think strategically and implement long-term solutions.Ability to work effectively within a team environment.Commitment to continuous improvement and staying updated with ICT trends.ASD 6 ICT Customer Support OfficerProficiency in diagnosing and resolving highly complex technical issues.Strong leadership skills to guide and mentor junior staff.Ability to develop and implement long-term solutions and improvements.Exceptional communication and interpersonal skills.Detail-oriented.Proven ability to handle high-pressure situations and deliver excellent customer service.Ability to work effectively within a team environment.Commitment to continuous learning and staying updated with ICT trends.ASD is seeking applicants to fill current and anticipated vacancies and to create a merit pool for future vacancies.Candidate Information Pack - Word Opens in new windowCandidate Information Pack - PDF Opens in new windowStart your application by clicking the "begin" button.
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