This role is part of the ICT, Security and Information Management Team. The team leads the Office's technology and information management practices. In additional to the Service Desk, this team provides ICT Applications, ICT Operations, Information Management, Cyber Security and Protective Security Services. About Corporate Branch Corporate Branch is responsible for providing critical functions to enable the Office to deliver its core functions. The Branch has five teams: Communications, Engagement and Education Finance & Property Governance Human Resources ICT, Security & Information Management The key duties of the position include As part of a service delivery team, you will manage the processing and resolution of Service Desk requests in the Ombudsman's Office. You will bring to the position your keen aptitude to learn about the offices case management and record management systems, IT, telecommunications and remote access. Supported by the ICT Team you will be required to communicate with and be responsive to staff. This role is part of the ICT, Security and Information Management Team. The team leads the Office's technology and information management practices. In additional to the Service Desk, this team provides ICT Applications, ICT Operations, Information Management, Cyber Security and Protective Security Services. Duties are to be performed under broad direction from Applications Manager, in accordance with the APS Code of Conduct, upholding the APS Values and upholding the office values of independence, impartiality, integrity, accessibility and professionalism. In doing this you will support the office through: provision of a client-focused information and technology support service log, respond to, and resolve service requests (level 1 and level 2), information requests, incidents, problems, and requests for change from clients, using the offices case management tool. manage, install and configure supported software and hardware contribute to the implementation, maintenance and continual improvement of IT Service processes, documentation and other procedures adhere to the IT Service Desk Key Performance Indicators and roster and ensure that service level standards are met IT asset management and stock control assist in setup of IT facilities and equipment provide technical advice to staff engage in projects, procurement, application support, and business improvement activities. support the introduction and day-to-day management of our new 'Microsoft Dynamics 365' CRM and 'SharePoint" record management systems. support the office records management system Objective assist in managing and developing the office's current Case Management System Resolve. provide additional ICT support when required including system administration.
