Aps 5 - Ict Customer Support Officer

• $83,706 - $89,659 + up to 15.4% superannuation
• Australia Wide

The Role
We are looking for an enthusiastic individual who is skilled in customer service and providing technical support to a broad range of users of our Learning Management Systems. This role will involve technical research and analysis, whilst striving for continuous improvement. The Learning Systems Support team operates in a high tempo environment – we require individuals with exceptional team player and organisational skills.

The core functions of the APS 5ICT Customer Support Officer include, but are not limited to:

• Providing Level 2 Customer Support to users of our Learning Management Systems including SABA, Totara Learn, and LinkedIn Learning.
• Investigating moderately complex problems and identify technical solutions to issues raised by system users.
• Providing support to administrative users of the system including ongoing training, work instructions and other documentation.
• Processing data such as importing and exporting learner records and licence provisioning.
• Building and sustaining effective relationships with internal and external stakeholders.

About our Team
The Digital Learning Solutions Directorate, within the Defence Learning Branch, promotes the curation and management of content and platforms that support all things learning.
The ICT Customer Support Officer role sits within the Learning Systems Support Team in the Directorate. 

The team is responsible for managing all customer enquiries and issues relating to Defence's Learning Management Systems including the LXP, Campus, and LinkedIn Learning licence and user management.

Our Ideal Candidate
The ICT Customer Service Officer will have effective communication skills and work with a variety of internal and external stakeholders. 

• They will thrive in a fast-paced work environment attending to a variety of learning system issues, enquiries, amendments and updates and will have sound knowledge of learning management systems, helpdesk/customer service functions or the ability to quickly acquire that knowledge. 
• They will have excellent attention to detail in carrying out their duties and have proven experience in working with customers and subject matter experts to remedy system issues. 
• They will demonstrate initiative and a willingness to support all team members in delivering outcomes. 
• They will be responsible for organising and prioritising their allocated workload and making decisions relating to their area of responsibility. 
• They will interpret and provide advice based on contracts, policy and procedures and will undertake regular reviews of those to help improve work practices. 
• They will also assist with other ad hoc and project work as needed.

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