ICT Desk-Side Support Officer – Level 1
29th November, 2022

A requirement for multiple ICT Desk-side L1 Support Officer(s) to provide ICT floorwalking support for the delivery of the DesktopOne Windows 11 migrations.


ICT Desk-Side Support Officer – Level 1

The successful candidate/s responsibilities include, but not limited to:

  • Work with the DesktopOne Program to ensure successful client transition with software and hardware rollouts
  • Contact clients and triage incoming client calls, messages, and incidents across multiple channels and attend client desks to identify technical issues, resolve and/or escalate as needed, to support the new operating environment
  • Ensure all incidents assigned will be resolved in a timely manner with customer service and client outcomes being paramount
  • Be the central point-of-contact for clients with the officers displaying a high‑level of interpersonal skills and an ability to liaise effectively with a wide range of stakeholders
  • Be involved in developing Knowledge Base Articles (KBAs), raising incident tickets in SM9 (Service Manager 9), service management system, and maintaining asset and information systems
  • Consistently and efficiently monitor and action both interactions and alerts from the service management system (ie., SM9) and any other related systems or communication channels
  • Work in a close-knit team with Level 2 Desk-side Support Officers, a Floorwalking Team Lead and a Program Manager
  • Contribute and be both a proactive and effective team member
  • Contribute to knowledge transfer.

The following attributes are key:

  • Good computer literacy/skills and an ability to apply knowledge;
  • Proven customer service skills;
  • Ability to use both logic and problem-solving skills;
  • Self-motivated and proactive with own professional development;
  • Integrity, responsibility and reliability;
  • Fascination about technology; and
  • Being innovative, having initiative and an ability to think on your feet.

To undertake this role it is a requirement to have Australian citizenship and have a baseline clearance to use the necessary software and provide effective support to our clients.


You can’t apply as it’s expired.