About the role

As an ICT Service Management Officer in the Australian Signals Directorate (ASD), you will oversee the delivery and support of IT tools and services, and look for opportunities to improve service delivery support to ensure it meets user and business needs. You will join the Defence portfolio that defends Australia against global threats and advances national interests through the provision of foreign signals intelligence, cyber security and offensive cyber operations as directed by the Australian Government.

Key responsibilities

- Contribute to the implementation and maintenance of a complex ICT environment containing both Windows and Linux based systems.
- Capture and respond to incidents, problems and changes within the IT service management platform.
- Communicate with customers/system owners to establish the severity and urgency of the fault.
- Identify steps to resolve the issue or provide a suitable workaround to the customer whilst further investigation occurs.
- Escalate issues and give briefings to staff members and management as required.
- Identify operational ICT issues and contribute to their resolution, including confirmation that resolutions are in accordance with agreed standards and procedures.
- Assist in documenting existing and current features and processes related to system support and enhancement by providing input into the development and improvement of knowledge articles and Standard Operating Procedures.




- Participate in teamwork activities with staff to build skilled experience and support knowledge transfer across the team.

About you

- Customer service support: Level 4 (SFIA) - Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
- Incident management: Level 4 (SFIA) - Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.
- Service level management: Level 3 (SFIA) - Monitors service delivery performance metrics. Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.
- Experience in administering Windows and/or Linux operating systems.
- Experience in administering infrastructure such as virtualisation, databases and storage platforms.
- Active TSPV security clearance required. Candidates without this need not apply.

About us Remote is a partner of choice for the Commonwealth's labour hire and professional services requirements, specialising in contracting for the National Intelligence Community. Our team is led by industry professionals who have worked both within government and as contractors.

📌 ICT Service Management Officers | Defence | Adelaide
🏢 Remote
📍 Adelaide