APS 5 - $81,690 - $89,615 & APS 6 - $91,944 - $104,393Information and Communications Technology DivisionKakadu - NT, Perth - WAOur ICT staff are dedicated to delivering an exceptional customer experience for our stakeholders across Australia. They are collaborative, curious, forward thinking, and love to learn and grow. You will be part of the many welcomed faces in the ICT Division to over 5,000 end users. You will be a valuable team player supporting the delivery of our ICT systems across Australia by tapping into your initiative to provide quality customer service for problem-solving advice and support. The work may be dynamic with phone, in person and onsite support for customers and includes opportunities to work directly with technical specialist teams on resolving complex issues, performing upgrades and delivering projects. You will play a critical part in our ICT journey after we recently shifted from being an ICT consumer to a service provider. In this role, you will help us build our service offering and sustainably power us ahead as a department while being supported to grow your ICT and APS career in whatever direction you are keen to explore. You will work under the limited guidance and supervision of your manager who may be based in a different location and will be expected to provide high-quality support to local Ministers and their offices and Senior Executive staff, as required. You will be provided with a range of development and career growth opportunities and can be expected to travel to locations across Australia.The JobProvide and handle ICT inquiries varying in complexity for our customers via phone, onsite and our IT service management platform, always providing exceptional customer service.Directly manage and deliver ICT support services to a high professional standard, to local Senior officials, and their offices.Interpret customer information, relevant knowledge base articles and team processes to identify and apply appropriate troubleshooting and remediation techniques to incidents.Coordinate and undertake request management processes in an ITIL-based environment, including ensuring the generation, maintenance and integrity of appropriate records and documentation.Manage escalated cases or complex support requests, ensuring they are resolved efficiently and appropriately.Ensure customers are kept up to date on the status of requests, and ensure all activities are recorded in the service platform.Assist with the local setup, configuration and maintenance of IT equipment in local offices and undertake inventory audits as required.Install, upgrade and maintain local IT hardware, including computers, laptops, printers, scanners and other peripheral devices.Undertake regular equipment checks to ensure optimal functionality and compliance with relevant standards, and coordinate repairs or replacements of faulty hardware in accordance with processes.Assist in the set up and maintenance of local network infrastructure and troubleshoot network connectivity issues including LAN, Wi-Fi and VPN connections.Assist in the proactive identification and reporting of performance and service issues and contribute to the continuous improvement of support operations, processes and practices.Support the deployment of new hardware, software and system upgrades and implement security measures such as software updates, patches and antivirus installations.Ensure that all customer data is handled in compliance with privacy regulations and departmental confidentiality policies.Contribute to a safe and healthy work environment by taking personal accountability and identifying and reporting incidents, hazards and injuries in accordance with the department's policy and procedures.In addition to the above, an APS 6 position would:Assist in coordinating daily team activities, monitoring workload distribution, and ensuring high service levels of any direct reports.Train, coach and develop support staff.Undertake operational performance monitoring and reporting as required of the team.Note, the successful applicant must hold and maintain a valid Australian motor vehicle drivers licence.What we are looking forKnowledge and experienceAPS 5 would be expected to have one to two years' work experience in IT Service delivery, ideally in the provision of onsite ICT services.APS 6 would be expected to have at least two to three years' experience in IT Service Delivery, and in the management of small client-focused delivery teams.Skills and capabilitiesWell-developed interpersonal, written and verbal communication skills with people at all levels, providing clear and concise information to a diverse range of stakeholders, including with Senior officials.Demonstrated ability to deliver high-quality customer service, shaping guidance and resolving issues by drawing from relevant policies, standards and business processes.Demonstrated ability to work effectively under limited direction, either independently or as part of a national team, to plan and organise work and exercise initiative in the application of established practices and procedures to meet deadlines.Experience in monitoring and utilising customer issue and request tracking systems and tools, and accurately documenting and sharing information.Desirable qualificationsITIL Foundations Certificate or relevant alternative IT service management qualification.Eligibility and other requirementsCitizenship - to be eligible for employment with the Department of Climate Change, Energy, the Environment and Water you must be an Australian citizen.Security Clearance - this position requires a Baseline Vetting security clearance. You will be required to obtain and maintain a clearance at this level.Pre-employment Check - your suitability for employment will be assessed through a pre-employment screening process. This process includes a requirement to undergo and satisfy a National Police Check, referee checks, character clearance and where required a pre-employment medical assessment, specified mandatory qualifications validation, and a probation period of 6 months will apply for new engagements to the APS.
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