About the Team The ASD Service Hub provides the first point of contact for support to ASD's Corporate and IT services, enabling ASD's missions and capabilities. With multiple positions to fill, you will be working in a high-performing, dynamic environment with a focus on providing support to users, triaging and escalating their requests to relevant support areas. Working within the Service Hub provides you with a unique advantage of gaining an understanding of the full facet of ASD's functions and capabilities and will help shape the direction of your career within ASD. About the Role Our ICT Customer Support Officers will demonstrate excellent communication skills and the ability to build rapport with a confident and approachable manner. You will be provided on the job training, as well as upskilling training opportunities. Your administrative and organisational skills, along with your attention to detail will ensure the Service Hub meets its Key Performance Indicators and Business requirements. ASD 4 ICT Customer Support Officer Respond to common ICT support requests through our ticketing tool and phone system by providing information to enable resolution and promptly refer unresolved calls as appropriate. Accountable to assist in investigation and resolution of ICT issues relating to application and network problems. Acquire and apply knowledge of the current business practices used within ASD for preparing reports and advisory notices. Build and sustain effective working relationships with team members and actively participate in team work and group activities. Listen and take note to internal and external stakeholder's needs and expectations. ASD 5 ICT Customer Support Officer Respond to ICT support requests through our ticketing tool and phone system providing information to enable problem resolution and promptly refer unresolved calls as appropriate. Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support. Understand and apply knowledge to general features and capabilities of ASD and current industry accepted hardware and software products. Build and sustain effective working relationships with team members and actively participate in team work and group activities. Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations. Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative course of action. Communicate service and degradation issues to customers applying a range of customer service skills. Accountable to allocate work, resources and tasks, set work priorities, develop strategies and evaluate business outcomes. ASD 6 ICT Customer Support Officer Assist leading a team, allocate work, resources and tasks and set work area priorities, develop strategies and evaluate business outcomes. Respond to ICT support requests through our ticketing tool and phone system providing information to enable problem resolution and promptly refer to unresolved calls as appropriate. Accountable for accurate completion of work within timeframes, share own expertise with others and guide and mentor less experienced employees. Accountable for reporting, analysis and liaison to support and implement continuous improvement activities. Accountable for preparing clear work plans, strategies and team goals and identify broader influences that may impact on the team's work objectives. Communicate and implement service delivery procedures to achieve business outcomes. Review and recommend continuous improvement strategies to ensure service delivery is optimised. Work collaboratively with internal and external stakeholders to meet customer needs and expectations. Analyse service delivery practices in order to produce operational processes and procedures. Further information can be found at: I'm changing my career | Australian Signals Directorate (asd.gov.au) The key duties of the position include The Service Hub plays a fundamental role in supporting user access to our ICT systems. We are looking for individuals from a range of backgrounds and levels of skill who encompass a variety of the below attributes: ASD 4 ICT Customer Support Officer Excellent communication and interpersonal skills. Have the ability to understand and navigate routine to complex incidents and requests over the phone and in person. Detail orientated. Ability to work effectively within a team environment. Willingness to learn new skills and stay updated with ICT trends. ASD 5 ICT Customer Support Officer Ability to diagnose and resolve complex technical issues over the phone and in person. Ability to mentor junior staff. Exceptional communication and interpersonal skills. Detail orientated. Incident response and triage. Ability to work effectively within a team environment. Commitment to continuous improvement and staying updated with ICT trends. ASD 6 ICT Customer Support Officer Proficiency in diagnosing and resolving highly complex technical issues over the phone and in person. Strong leadership skills to guide and mentor junior staff. Ability to develop and implement long-term solutions and improvements. Exceptional communication and interpersonal skills. Detail orientated. Incident response and triage. Proven ability to handle high-pressure situations and deliver excellent customer service. Ability to work effectively within a team environment. Commitment to continuous learning and staying updated with ICT trends. ASD is seeking applicants to fill current and anticipated vacancies and to create a merit pool for future vacancies. In line with the Australian Public Service Commissioner's Direction 2022, upon completion of the recruitment activity, the merit pool will be available to locations across Australia.
