The Role - ICT Service Desk Officer The Information and Communication Technology (ICT) Service Desk Support Officer is responsible for the provision of 1st and 2nd level ICT support to High Court Justices and staff and to provide support for the Court's courtroom technology systems. To be successful in the role you will have a good understanding of service delivery through an ICT Help Desk, have sound interpersonal skills, be able to communicate effectively to understand problems and explain solutions, and be able to participate constructively as a team member. The Court operates approximately 120 laptop and 20 desktop computers and has WAN connections to offices in Brisbane, Melbourne and Sydney. The court uses Windows Servers (2016 and above), including File and Print, and Exchange Online. Our desktops and laptops are using Windows 11 operating system. Our SOE includes Microsoft Office 365 suite, OneDrive and Adobe Acrobat DC. Our desktops and laptops are managed through Microsoft Intune. In addition, the Court uses several key business applications including: 1. SharePoint Online 2. Digital Lodgement System 3. CISCO platforms to manage IP-phones and videoconferencing 4. Finance One FMIS 5. TRM/RM/CM for records management 6. FTR log notes and player. This position is based in the High Court building in Canberra, and willingness to travel interstate is a requirement of the position. Under limited direction, the ICT Service Desk Support Officer will provide support to users of the Court's ICT systems and assist in the administration and maintenance of the Court's ICT infrastructure. The position also involves the provision of primary support for the court's courtroom technology systems. The key duties of the position include • Logging and prioritizing support tickets in the Court's Service Management software • Providing service desk support in relation to the Court's ICT systems and investigate and resolve 1st / 2nd level technical issues • Providing support for the High Court's audio-visual courtroom technology systems • Supporting setup activities for the Court's ICT assets • Assisting with the operation and maintenance of the Court's key ICT systems • Assisting with the delivery of ICT training and documentation to Court staff as required, including both formal and informal sessions • Liaising with external ICT contractors and suppliers, as directed • Assisting with various ICT team activities as required to meet the team objectives. Branch overview The Corporate Services Branch provides a high standard of support and advice to the Court on Finance, Records Management, Risk and Governance, Information and Communication Technology (ICT), Security and Building Operations functions which support the operation of the Court. The team The ICT Team plays a critical role in supporting the Court's operations. Recent initiatives include migration to Exchange Online, consolidation of server infrastructure, modernisation of the networking environment and upgrades to our courtroom technology. These enhancements reflect the Court's broader ICT strategy which is focused on modernising platforms to support efficient and reliable service delivery for our stakeholders. The ICT Team manages the Court's network and WAN services, modernised courtroom infrastructure, server infrastructure, end user devices, audio-visual systems and backup and recovery arrangements. The team supports key cloud-based services which includes the Court's Digital Lodgement System and Electronic Court File. This is a challenging and rewarding environment in which to work.
