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Aps 5 - It Service Support Officer

Federal Court of Australia - Adelaide, SA

Source: uWorkin


  • $72,938 to $77,339 per annum, plus superannuation
  • Non-ongoing, Full-time
  • Adelaide, SA

This position is responsible for providing ICT support to the Federal Courts and National Native Title Tribunal’s (NNTT) staff. The IT Service Desk is the initial point of call, providing support to all judges and staff, in relation to IT services provided by the Information Technology section. Duties of the role include incident management, troubleshooting, user administration, end-user training, hardware and software deployment, vendor engagement, documentation, end-user notifications, and various other tasks.

Duties and Responsibilities

  • Delivery of quality ICT support services to clients
    • Excellent communication skills, written and verbal
    • Ability to understand, troubleshoot and resolve complex issues
    • Understand IT policies and procedures
    • Provide support via phone, remotely and in-person
  • Incident\Service Request Management
    • Recording of all incidents\service requests\problems in IT Service Management Tool
    • Management of individual work queue, as well as assist in team queue management
    • Creation of knowledge base articles for use by Judge’s & Court staff and within IT
    • Technical skills to support clients working in a Microsoft environment on Windows 10 using MS Office 2016 suite
    • User Administration: creation, deletion and modification of individual user accounts, email mailboxes utilising O365 administration
    • Deployment of Hardware, SOE and approved software
  • Teamwork and Leadership
    • Ability to work effectively within a geographically dispersed Service Desk within Australia
    • Contribute and working with other IT teams to achieve and ICT delivery goals
    • Establish and maintain relationships with each registry, with particular focus to your location
    • Ongoing Training/Education and induction of clients and colleagues
Special Requirements
The IT Service Desk currently operates from 8AM EDST\EST to 5PM WST. Team members are rostered to provide appropriate coverage. Whilst primarily rostered hours will be between 08:00-18:00 local time. If required to deliver support for project work, rural or interstate travel may be required.