ICT Support officer

ICT Support Officers are the first point of contact for NHMRC end-users, including executive users. Following ITIL processes, ICT Support Officers will identify, document, troubleshoot and resolve incidents and requests.  Key duties and responsibilities Active monitoring of the IT Service Desk system queues   Respond to all level 1 requests and incidents (including Executive User support), received through multiple channels (phone, chat, email, walk-ups, IT Service Desk system etc)   Create and/or update tickets within the IT Service Desk system   Perform asset management activities including asset tagging, coordinating warranty repairs and hardware disposals and updating the asset management system.   Provide coordination and administrative support to more senior technical personnel to resolve Level 2+ incidents, problems and requests   Document Standard Operating Procedures, Knowledge base articles, how-tos, user guides etc   Achieve and maintain a high-level quality of end-user experience   Provide audio/video and other technical support for external and internal meetings such as Committee meetings, all staff meetings and other meetings to support Executive such as RAO conferences.   Mandatory soft skills   Deeply customer-centric and a self-starter   Strong interpersonal skills, great listener, with excellent verbal and written communication skills.   Ability to prioritise and complete tasks with minimal supervision as well as work well in teams   Strong organisational skills   Individual candidates will be assessed and consisted by using the APS Integrated Leadership System. Please see links for more information:  Integrated Leadership System (ILS) EL-SES comparative | Australian Public Service Commission ils-aps-guide.doc   Mandatory current (i.e. within the last 3 years) technical skills:   Minimum equivalent of 1 year of full-time experience in an IT Service Desk, IT Customer Support agent or similar role   Minimum 1 year experience using ServiceNow to report and update incidents and problems   At least medium-level proficiency with Microsoft corporate applications: Word, Excel, Powerpoint, One Drive, Teams, Sharepoint   Demonstrable experience using and/or supporting MFDs   Demonstrable ability to troubleshoot level 1 Internet, typical corporate applications (M365, Adobe etc) and other connectivity issues      Other mandatory requirements:   Current Federal Police Check   Baseline clearance      Desirable:   A degree or formal qualification in IT.   ITIL 4-certified   ServiceNow configuration and/or reporting experience   Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. 1. Capability and Experience - The extent to which the Seller demonstrates the capability and experience of nominated resources to provide the required services. Individual candidates will be assessed and considered by using the APS ILS (shapes strategic thinking achieves results, Communication technical criterion) and SFIA (Skills Framework for the Information Age) 2. 2. Capacity - The extent to which the Seller demonstrates the nominated candidate capacity in alignment with NHMRC requirements. 3. 3. Clearance and suitability - The extent to which the Seller demonstrates the nominated candidate suitability in alignment with the NHMRC personnel suitability requirements. 4. 4. Economical pricing and value for money - The extent to which the Seller's response represents transparent and competitive pricing and value. Opportunity summary Sellers can submit Up to 1 candidate Number of sellers invited Fewer than 5 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia