AddressThe role will be responsible for, but not limited to:
Assist AEC staff via phone, email, remote and onsite support with faults, issues,
incidents and service requests within an ITIL framework. Record accurate, timely
and meaningful data in relation to client follow ups, requests and
communication.
Undertake and administer support for staff in the AEC's National Office; Canberra
City ACT and other AEC locations as required across the country by providing
consistent, professional and timely support and guidance to staff on program and
IT areas.
Provide on-call support after hours on a rostered basis.
Determine software and hardware requirements to provide solutions to
problems. Install and configure software and hardware, and repair and replace
peripheral equipment.
Ensure all service support knowledgebase and artefacts, and policies and
procedures are followed at all times to ensure consistency and compliance of
service.
Assist in the development and updating of knowledgebase articles, and standard
operating processes and procedures.
Coordinate with team members and other support areas to provide resolution of
issues, including the escalation of more complex issues to management and
technical teams as required.
Conduct administration, scrip, and access management tasks where
required. Assist with the planning and delivery of additional support activities
aimed at enhancing the capability of the AEC and service delivery improvement.
Conduct investigations for troubleshooting, research and analysis to obtain
evidence based conclusions and assist in the management, preparation and
coordination of policy or procedure formulation and/or project management
Develop and maintain key internal and external relationships, including liaising
with stakeholders on policy, project or operational issues and responding to
stakeholder needs and expectations. Represent the agency at meetings,
conferences and seminars.
Provide accurate specialist advice, guidance and reporting on team functional
responsibilities.
Make and communicate decisions using good judgement, expertise and
knowledge, governed by legislation, regulations, best practice principles or
relevant operating instructions and procedures.
Contribute to doctrine, election preparation and delivery activities in accordance
with the election readiness framework, according to individual accountabilities and
responsibilities.
Perform additional duties or assume responsibility of functions as directed from
time to time.
