It Service Support Officer

Description:

Position Overview
This position is responsible for providing 1st and 2nd level IT support to the Federal Court of Australia, Federal Circuit and Family Court of Australia and National Native Title Tribunal's (NNTT) judiciary and staff. The IT Service Desk is the initial point of call for users of IT services provided by the Information Technology section.
Primary responsibility is being the initial point of contact with clients of the Service Desk within a small team, which is part of a larger team delivering support to clients. Most of the work will entail answering calls to the IT Service Desk and monitoring email and IT Service Portal queries. These interactions are to be logged in the IT Service Management tool (Ivanti Service Manager) where possible queries are to be resolved and where not possible escalated to other support teams.
Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court's eApplications.
The key duties of the position include
Duties and Responsibilities
1. Delivery of quality ICT support services to clients

• Excellent communication skills, written and verbal
• Ability to understand, troubleshoot
• Understand IT policies and procedures
• Provide support via phone, remotely and in-person

2. 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 M365 suite
• User Administration: creation, deletion and modification of individual user accounts via AD, email mailboxes utilising M365 administration
• Deployment of Hardware, SOE, and approved software

3. 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
• Ongoing Training/Education and induction of clients and colleagues

Competencies and Attributes
The IT Service Desk delivers support to a highly professional workforce dependent on ICT services and excellent assistance being available. Providing these services requires sound technical skills, ability to understand issues and knowledge in IT policies, and the Federal Courts operation.
A positive attitude is required and the ability to demonstrate initiative and take ownership of incidents. You must effectively handle pressure situations and communicate clearly with all clients, including Judges and Executives. Ideally, having worked in a team environment with team members geographically dispersed with experience supporting clients, both remotely and in-person.
This role encompasses diverse service desk and desktop support responsibilities. Knowledge and understanding of ITIL processes and experience in supporting Microsoft applications are desirable.
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.