Total Salary Package: $80,743.52 – $110,886.88 incl. 4% service allowance (plus 15.4% superannuation) Canberra - ACT The Role ASD 4 ICT Customer Support Officer Respond 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 team work and group activities. Listen and take note to internal and external stakeholder's needs and expectations. Assist in recommending solutions to issues impacting on 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 Officer Accountable to respond to support requests providing information to enable problem resolution and promptly refer to 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 team work 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 course of action. Design solutions to issues impacting on 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 Officer Assist 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 identify broader influences that may impact on 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 optimised. Work collaboratively with internal and external stakeholders to meet customer needs and expectations. Analyse service delivery practices in order to produce operational processes and procedures. About our Team
ASD 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 Candidate ASD 4 ICT Customer Support Officer Think analytically and enjoy problem solving Excellent communication and interpersonal skills Have the 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 Officer Ability 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 Officer Proficiency in diagnosing and resolving high 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.
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