AddressThe National Anti-Corruption Commission ICT is looking to fill the position of ICT Support Officer in the Canberra office.
- The ICT Support officer role will work as part of a small, responsive team to deliver high quality, proactive ICT support service to staff both on-site and remotely, often in tight time frames.
- Provide a trusted and proactive ICT service desk capability.
- Ensure that all tickets and requests are logged and resolved within the agreed SLAs.
- Populate KB articles and transfer knowledge to colleagues across the agency.
- Identify trends and implementing strategies such as training and end user self-service, to minimize recurrences.
- Provide ICT support in partnership with external providers, including:
- Triage and fault resolution.
- End user knowledge transfer.
- End user training, ranging from individual to agency-wide level.
- Asset management of all the NACC assets, including annual stock take, warranty management, user provisioning and de-provisioning.
- Assisting with the delivery of project outcomes where required.
- Undertaking ICT procurement activities ranging from agency-wide hardware refreshes to sourcing of bespoke peripherals to meet individuals' requirements.
- Conduct day to day administration and configuration of ICT systems such as Active directory, Content manager and operational systems. This will include account management and the setting of system permissions.
- The reviewal of ICT policies and procedures, ensuring that these are continually improved and fit for purpose.
- Undertake a range of general administrative tasks including but not limited to; monitoring of email inboxes, responding to enquiries, goods receipting ICT purchases and reconciliation of the relevant approval associated with ICT purchases.
Essential criteria
Weighting
- Ability to provide first and second level ICT support to staff. This includes application distribution and licensing.
- Ability to undertake a range of general administrative tasks including but not limited to responding to ICT enquiries, managing hardware distribution, and completing service requests. These requests will be delivered through email inboxes, telephone, and service management tickets.
- Ability to record and update all Incidents and Service Requests in the ICT Service Management Tool and escalate where required.
- Ability to liaise with staff, external vendors and other areas on technical support issues, problem identification and assistance, through to resolution.
- Ability to utilize and contribute to support materials such as standard operating procedures and knowledge base articles.
Please feel free to call Manoj on 0468 492 *** or simply click on Apply now button
