Location: VIC or NSW This immediate vacancy is based in Port Melbourne at National Measurement Institute, Units 1 and 2, 153 Bertie Street, Port Melbourne VIC 3207. We may have a subsequent or future requirement to also engage staff to support its operations in Sydney located at two addresses, National Measurement Institute, 36 Bradfield Road, Lindfield West NSW 2070 and National Measurement Institute, 105 Delhi Road, Riverside Corporate Park, North Ryde NSW 2113. Clearance: Must be able to get baseline clearance Support NMI ICT project delivery and day-to-day ICT operations. Assist with security uplift projects , SOE rollout, and device deployment. Provide Level 2 ICT support (desktop hardware/software, video conferencing, peripherals). Collaborate with Level 3 teams and external vendors for repairs/upgrades. Maintain ICT asset register and documentation. Develop knowledge base articles and contribute to continuous improvement. Monitor BAU priorities and meet SLAs. Ideal Candidate Skills Strong problem-solving and ability to handle complex issues. Experience in Level 2 ICT support (incident triage, equipment provisioning). Excellent communication and interpersonal skills . Ability to manage competing priorities and adapt to change. Knowledge of documentation strategies and ICT knowledge management. Experience providing project updates and supporting multiple deliverables. Requirements provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Customer Service Support (SFIA Level 4) I have extensive experience monitoring service delivery channels and ensuring adherence to agreed standards. I regularly collect and analyze performance data to identify trends and areas for improvement. My role has included assisting in the development and evaluation of service standards, applying these standards to resolve issues promptly, and escalating when necessary. I am skilled at delivering technical briefings to staff, ensuring clarity and alignment with organizational objectives. Incident Management (SFIA Level 4) I ensure incidents are managed according to established procedures, prioritizing and diagnosing issues effectively. My approach includes investigating root causes, implementing resolutions, and escalating unresolved incidents to maintain service continuity. I document and close incidents thoroughly, contributing to continuous improvement by refining incident management processes and supporting recovery efforts post-resolution. Performance Management (SFIA Level 4) I provide operational direction and guidance to team members, allocating tasks aligned with objectives and individual capabilities. I monitor quality and performance against agreed criteria, making recommendations for learning and development where needed. My coaching style focuses on building skills and fostering collaboration, ensuring team goals are met while maintaining strong interpersonal relationships. Quality Assurance (SFIA Level 4) I plan and conduct assessments to verify compliance with quality standards across projects and suppliers. My experience includes reviewing documentation, analyzing evidence, and drafting compliance reports. I identify risks associated with non-compliance and propose corrective actions to mitigate them. Additionally, I provide advice on applying organizational standards to maintain consistency and quality. Stakeholder Relationship Management (SFIA Level 4) I manage stakeholder relationships by addressing issues promptly, implementing corrective actions, and sharing lessons learned. I execute engagement plans and gather feedback to measure effectiveness, using insights to enhance relationships and improve service delivery. My focus is on building trust and collaboration, ensuring stakeholders remain informed and satisfied throughout the process.
