Level 2 ICT Support Officer

⁠⁠⁠The Chief Information Officer (CIO) leads the Digital Services Division (DSD) and is responsible for the management and delivery of Information and Communications Technology (ICT) services across Australia and overseas for the department. The CIO develops the department’s ICT strategy, with ISD responsible for ICT systems and associated capability to deliver business outcomes for the department, working in conjunction with key ICT service providers.

The Client and Cyber Services Branch is responsible for supporting our client’s ICT needs and looking after Cyber Security.

The End User Technologies Section encompasses a variety of functions including Hardware and Logistics Management, Service Management, Continuous Service Improvement, Level 2 Support, Mobile Device Support, Voice Services and Asset Management.

Description of the Role

The work performed by the Level 2 ICT Support Officer consists of:

• Resolving desktop, LAN, and video conferencing problems and assisting in resolution of service, and networking issues
• Request fulfillment - ensuring service requests are actioned in a timely manner providing excellent customer service in the delivery of IT services.
• Participating in project work as new services are developed and implemented
• Escalating issues on behalf of users
• Providing feedback and assisting Service Desk analyst with trending issues
• Assist in the support and deployment of the departments mobile and ICT assets
• Hardware logistics, management, and tracking
• ICT Relocations (occasionally out of business hours)
• Floorwalking ICT support following project deployments (occasional travel required)
• Ad-hoc tasks as required