ABOUT THE BRANCH The Government Services Branch (GSB) supports the Department of Finance in achieving its purpose of providing high quality services that enable the Commonwealth to achieve value in the management of public resources for the benefit of all Australians. We deliver Whole-of-Government services to Commonwealth agencies, including developing and supporting the secure telecommunications and digital collaboration needs of the Australian Government. We provide and manage: GovAI - a centrally hosted, secure whole-of-government platform that enables Australian Public Service staff to learn about, experiment with, and use artificial intelligence tools to improve public service delivery. GovPlace - a secure, whole-of-government collaboration platform provided by the Department of Finance. It gives agencies a supported PROTECTED-level environment with essential tools and applications for collaboration across government. GovTEAMS - a comprehensive whole-of-government collaboration service for the Australian Public Service. GovLINK - a secure inter-agency communication service that encrypts all nominated traffic, classified up to the PROTECTED level, between agency internet gateways. The Parliamentary Document Management System (PDMS) - delivering services to support the management of parliamentary workflow across government. The key duties of the position include ABOUT THE OPPORTUNITY Are you a proactive, customer-focused problem-solver with a passion for helping others? We're looking for motivated Support Officers to join the GovTEAMS and GovPlace teams at the APS 3 and 4 levels. In these frontline roles, you'll assist users across government, helping them navigate and get the most out of the platforms. Your work will play an important part in ensuring smooth operations and delivering a positive, reliable experience for thousands of platform users across GovTEAMS Official and Protected. As a Support Officer, you have a key role in managing user enquiries, monitoring service queues, supporting onboarding and training, and maintaining accurate documentation. You'll bring strong communication skills, attention to detail, and a commitment to delivering high-quality service. In this role, you will: Monitor and triage incoming service desk tickets daily across unassigned and active queues. Regularly check the GovTEAMS inbox and create CRM tickets for service desk related or high-risk requests. Provide Level 1 and selected Level 2 support via MS Teams, email, and phone. Support users through the GovTEAMS Community and Viva Engage platforms. Assist with VIP support and actively contribute to the VIP support MS Teams chat. Contribute to planned Product Backlog Item work and sprint activities that enhance service desk operations. Support broader GovTEAMS engagement, platform development, and operational initiatives as required. DETAILED VACANCY INFORMATION For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.
