ICT Desktop Support (Service Delivery Officer)

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ICT Desktop Support (Service Delivery Officer)

  • Location:


  • Sector:

    Information Technology & Digital Services

  • Job type:


  • Salary:

    $29.57 - $42.64 Hourly

  • Contact:

    Aireen Santiago

  • Contact email:


  • Contact phone:


  • Job ref:


  • Published:

    16 days ago

  • Duration:

    6 Months contract

  • Expiry date:


  • Startdate:


Job Title: Service Delivery Officer
Start Date: ASAP - pending returned NPC
End Date: 6 months with possibility to extend
Location: Gungahlin
Hours per week: 40
Pay rate: $29.57 - $42.64 p/h excluding superannuation
Police Check: Yes

Job Description:

The ICT Service Desk Officer position is primarily responsible for being the first point of contact for ICT requests and incidents raised by customers of Shared Services. As part of the Shared Services ICT Service Desk team, you will contribute to achieving positive service results within the parameters of team key performance indicators.
Your daily duties will encompass answering phone calls, responding to emails, first level troubleshooting, and recording of ICT requests or incidents. There is also the requirement to provide face-to-face on-site field support on a rotational basis.

1. Act as the routine point of contact for a variety of ACT Government Directorates. This includes responding to a broad range of service requests, gathering information to fulfil requests or enable resolution, providing first level troubleshooting and diagnosis, and promptly allocating unresolved issues as appropriate.
2. Assist with the development standards and apply these to track, monitor, report, resolve, or escalate issues. Contribute to creation of support documentation.
3. Identify and resolve issues with applications, following agreed procedures. Use application management software and tools to collect agreed performance statistics. Carry out agreed applications maintenance tasks.
4. Follow agreed procedures: identify, register, and categorise incidents. Accurately record and categorise ICT incidents and requests. Maintain records and advises relevant persons of actions taken.
5. Handle ICT requests and incidents using a variety of mediums, such as phone, email, web forms, live chat, and face-to-face.
6. Achieve service level expectations, meet business KPIs, and meet customer expectations.

This position does not involve direct supervision of staff but may require you to provide guidance and leadership as a floorwalker once fully trained.
The information below describes the capabilities that are required to perform the duties and responsibilities of the position.

Professional/Technical Skills and Knowledge (PTK)
1. Ability to use, deploy, support, and maintain ICT infrastructure, systems, and applications, within a contemporary Microsoft Windows operating environment is desirable but not essential.
2. Technical skill and knowledge of a wide range of Microsoft products including the Office suite of applications.

Behavioural Capabilities (BC)
1. Well-developed customer service skills, including the ability to actively listen to customers while contributing to initiatives that aim to continually improve customer satisfaction and service delivery.
2. Ability to listen and communicate clearly (verbally and in writing) with a range of stakeholders at all levels, with a focus on customer needs and satisfaction. This includes demonstrating a high level of attention to detail, such as the ability to accurately clarify, check, and record information.
3. Ability to work effectively as a member of a dynamic, customer-focused team, including commitment to proactively assisting and supporting others while contributing to a positive workplace culture and customer experience.
4. Ability to follow directions and abide by policies and procedures to complete tasks.
5. Sound organisational skills, including the ability to effectively manage multiple tasks, determine priorities, and demonstrate resilience in high pressure situations.
6. Demonstrate the ability to think analytically and make rational judgements from available information to provide accurate and professional decisions and advice.

Compliance Requirements/Qualifications
1. An ACT Government CMTEDD Baseline clearance is required for this position.
2. Driver’s license C is essential.
3. This position does not require a Working with Vulnerable People Check.
Comments for Suppliers: Updated Submission Deadline: COB Friday 4th June 2021

- National police check to be conducted by the successful candidates agency with CrimTrac issued identifier to be sent to the ACT Government
- CMTEDD Baseline Clearance to be conducted by ACT Government, security pack to be sent to successful candidate

***Further details on request***

If this sounds like you and you are up to the challenge, APPLY NOW!

Next Steps 

This is for an immediate start so do not delay APPLY now below, or email itnsw@nbridge.com.au for further information.

Aireen Grace Santiago 
Account Manager (Category I)
Direct: 02 8310 8458
1.15, 98 Gloucester Street, Sydney, NSW, 2000

For this and other opportunities:

“We encourage people with disabilities and from other diverse backgrounds to apply. We do not discriminate based on disability.”