Aps 5 - IT Service Support Officer

3 weeks ago

ChaudièreAppalaches QC, Canada Federal Court of Australia Full time

**Location**:Newcastle
**Salary**:$80,341 - $87,572
**Employment Type**:12-month contract with the possibility of becoming ongoing
**Attendance**: Full or Part time (minimum 3 days per week)
**Position Overview**

This position is responsible for providing 1st and 2nd level IT support to the Federal Court of Australia, Federal Circuit and Family Court of Australia and National Native Title Tribunal’s (NNTT) judiciary and staff. The IT Service Desk is the initial point of call for users of IT services provided by the Information Technology section.

Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court’s eApplications.
**Competencies and Attributes**
The IT Service Desk delivers support to a highly professional workforce dependent on ICT services and excellent assistance being available. Providing these services requires sound technical skills, ability to understand issues and knowledge in IT policies, and the Federal Courts operation.
A positive attitude is required and the ability to demonstrate initiative and take ownership of incidents. You must effectively handle pressure situations and communicate clearly with all clients, including Judges and Executives. Ideally, having worked in a team environment with team members geographically dispersed with experience supporting clients, both remotely and in-person.

**Please address the below target questions in your statement**

**Target Question**
Provide two examples of where a customer has raised a technical issue (one relating to hardware and one relating to software). Please include what troubleshooting was completed, if any work arounds were provided, what resolution was provided and how you kept the customer informed through the duration of the investigation.
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