Aps 5/6 Vip Desktop Support Officers, Information Services Branch

The Opportunity

The VIP Desktop Support Officer will be part of the Executive IT Support Team, which is responsible for delivering end user software and hardware ICT services across the Department of Prime Minister and Cabinet (PM&C) and partner agencies. This includes a number of sites in Canberra and across Australia. On a daily basis you will interact with stakeholders at all levels, primarily servicing senior departmental executive and at times the Office of the Prime Minister and Portfolio Ministerial Offices where you will be at the forefront of a customer focused service delivery culture. 

As an APS 5 VIP Desktop Support Officer, your key responsibilities will include:

• Queue management via the department’s service management tool, resolving Incidents and Service Requests.
• Face-to-face user support and training.
• Windows Operating System (OS) and 365 system build, preparation and administration.
• Troubleshooting hardware and software issues.
• Installing and maintaining ICT hardware and peripherals.
• Participating in and promoting a customer centric culture.
• Contributing to service improvement opportunities and knowledge base development.
• Advocating for and promoting ICT and PM&C digital services.
• Stakeholder and relationship management of customers at various levels.
• Compiling and troubleshooting issues before engaging with internal support teams for resolution.
• Involvement in performance and learning and development discussions.
• Interstate and international travel, as required.

As an APS 6 VIP Desktop Support Officer, your key responsibilities will include:

• Queue management via the department’s service management tool, resolving Incidents and Service Requests.
• Face-to-face user support and training.
• Windows Operating System (OS) and 365 system build, preparation and administration. 
• Troubleshooting hardware and software issues.
• Installing and maintaining ICT hardware and peripherals.
• Compiling and troubleshooting issues before engaging with internal support teams involved in the delivery of ICT services.
• Being involved in performance and learning and development discussions.
• Planning, scheduling and coordination of VIP Desktop Operations and Service Delivery activities. 
• Promoting and leading by example to champion a customer centric culture within the team, and working with the VIP Operations Manager to improve service delivery processes and customer experience. 
• Assist with the development and training of a high quality and customer focused team.
• Resource management of the Departmental VIP team.
• Support the development and management of processes used by the ICT Service Delivery teams, ensuring processes are well documented and maintained. 
• Advocating for ICT and PM&C digital services, promotes PM&C ICT support to the business and senior management.
• Managing complaints and urgent escalations for ICT Issues. 
• Interstate and international travel as required.

A merit pool may be established and used to fill the same or similar vacancies for 18 months from the date of advertising.
The key duties of the position include:

Our Ideal Candidate

APS 5 VIP Desktop Support Officer

Our ideal candidate will have:

• Excellent verbal and written communication skills.
• The ability to communicate with influence, with a diverse range of customers and stakeholders.
• Experience delivering on outcomes whilst working independently.
• Experience responding to ICT enquires and requests from a range of stakeholders.
• Experience working in a support environment, with Microsoft Products, including Windows Operating Systems and the Microsoft Office Suite.
• A strong focus on Continual Service Improvement within the ICT Service Delivery context.
• Demonstrated experience in effective people skills and the ability to engage authentically with stakeholders on complex issues.
• Skills and experience in managing competing priorities, able to anticipate and meet the needs of stakeholders.

APS 6 VIP Desktop Support Officer

Our ideal candidate will have:

• Excellent verbal and written communication skills.
• The ability to communicate with influence, with a diverse range of customers and stakeholders.
• The ability to travel interstate and internationally as required.
• Experience delivering on outcomes whilst working independently.
• Experience responding to ICT enquires and requests from a range of stakeholders.
• Proven experience in leadership roles, building a positive culture with a focus on service quality, which ensures client and stakeholder satisfaction and confidence. 
• Experience in implementing and driving training of new staff to ensure consistency in expectations and service delivery.
• The ability to provide high quality advice and client service on ICT matters.
• Experience working in a support environment, with Microsoft Products, including Windows Operating Systems and the Microsoft Office Suite.
• A strong focus on Continual Service Improvement within the ICT Service Delivery context.
• Demonstrated experience in effective people skills and the ability to engage authentically with stakeholders on complex issues.
• Skills and experience in managing competing priorities, able to anticipate and meet the needs of stakeholders.
• Engagement in performance and learning and development discussions.
• Initiative to improve work practices.
• Experience with planning, scheduling and delivery of BAU and small-scale ICT activities within a team environment.

For both roles, experience in ICT support is beneficial, qualifications in ITIL, or a working knowledge of ITIL practices is desirable.
Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency Head has agreed otherwise, in writing. At PM&C to be eligible for this position you should be an Australian Citizen at the closing date of application, unless exceptional circumstances apply.

The successful candidate must be able to obtain and maintain a Negative Vetting Level 1 (Secret) level security clearance, or hold a current security clearance of an appropriate level. 

The successful candidate will be assessed through our pre-employment screening checks, such as an Australian Criminal History Check, and will normally be subject to a six-month probation period if new to the APS or has not yet completed their probation period elsewhere in the APS.

Notes

Ongoing and Non-ongoing

This role is being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the PM&C delegate.

Where a non-ongoing specified term is offered, this would be for an initial period of up to 18 months, with possibility of extension up to a maximum period of three years.

A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.

Getting to know the Department of the Prime Minister and Cabinet

The Department of the Prime Minister and Cabinet (PM&C) advances Australia’s national interests through high quality support to the Prime Minister and the operations of Cabinet.PM&C supports the Prime Minister as leader of the Government and of Cabinet and as leader of the country. This positions us both to provide visibility of Government priorities and influence outcomes across all Commonwealth portfolios, state jurisdictions, the Australian Public Service (APS) as an institution, and on the international stage.Our role is to provide fresh thinking and creative advice to government as stewards for the APS. We contribute ideas on the many and varied issues facing Australia, taking into consideration the views and opinions of a range of stakeholders across the private, public, not-for-profit and community sectors.The PM&C team provides pragmatic advice and finds solutions to problems so that Government policies can be effectively designed and implemented. We give particular weight to issues that are important to the Prime Minister.Our focus, put in its simplest terms, is to find new ways to improve the lives of all Australians.