Why YOU are important to us and what impact will you have on the ICT Services Division and the departments’ goal.

The ICT Services Division delivers secure and modern technology solutions that enable the department to operate effectively 24/7. We manage ICT systems that support collaboration, innovation and service delivery across Australia. Our goal is to provide a reliable ICT setting that empowers staff to focus on outcomes and operational excellence. By continuously improving our platforms and tools, we help the department stay connected and future ready.

We provide essential ICT support and cyber security services that keep the department’s systems safe, reliable and user-friendly. Our team ensures staff have access to secure desktop environments and responsive technical assistance. We protect sensitive information and maintain operational continuity by proactively managing risks and resolving issues in real time. By enabling secure and efficient ICT workspaces, we help staff stay productive and focused on delivering outcomes that matter.

This is where you play an important role.

As an ICT Client Services Officer within the Client Services or Workplace Technology & Experience team, your duties may include some or all of the following:

- Provide responsive, tailored and secure ICT client services to support business areas, Senior Executive staff and Ministerial offices across agreed support channels.
- Coordinate, analyse and resolve ICT service requests, user experience issues, access matters, device-related enquiries and enterprise end-user technology activities.
- Undertake advanced troubleshooting and problem analysis across Microsoft 365 services, standard operating environments, print, video conferencing, audio visual and device platforms.
- Manage and prioritise competing service demands, applying sound judgement to coordinate, escalate or progress matters to maintain service continuity.
- Deliver clear, timely and accurate advice on ICT incidents, service disruptions and complex technical matters to technical and non-technical audiences.
- Collaborate with internal ICT teams,



vendors and external service providers to resolve issues, manage dependencies and support outcomes in a multi-vendor environment.
- Build and maintain strong stakeholder relationships by understanding client needs, anticipating risks and proactively addressing issues that may impact service delivery.
- Monitor service delivery performance against agreed service levels, maintain accurate records and escalate risks, service impacts or emerging patterns where required.
- Identify, investigate and implement practical service improvement opportunities that strengthen user experience, operational efficiency, service reliability and alignment with ICT standards.
- Develop and maintain knowledge base content, user guidance, process documentation and records to support auditability, assurance, knowledge continuity and organisational learning.
- Work with a high degree of autonomy under limited direction while contributing to a collaborative, professional and service-focused team culture.
- Lead projects and service improvement initiatives that drive innovation, enhance client services and deliver business outcomes.
- Support junior staff by providing technical guidance, quality assurance and mentoring to promote consistent, high-quality outcomes across the team.

Please note that this recruitment process will initially be used to fill two ongoing vacancies, one within the VIP ICT Support Team and one in the Workplace Technology Experience Team. The merit pool established through this selection process, which is valid for a period of eighteen months from the date the vacancy was advertised in the Public Service Gazette, may be used to fill future ongoing and non-ongoing vacancies in the branch where the duties are of a similar nature.





Who we are looking for

Knowledge and experience

Our ideal applicants will have experience:

- working in an ICT client services, service coordination or service management setting responding to and progressing ICT enquiries and requests from a diverse range of stakeholders
- supporting the governance, coordination or oversight of services relating to Microsoft 365, enterprise end-user devices, SOE, mobile devices, access requests, print, meeting technologies and related ICT services
- operating in environments that require discretion, responsiveness and high-quality support for priority stakeholders or sensitive business areas
- documenting service requests, actions, processes, project activities and knowledge articles to support service continuity, audit requirements, governance and continuous improvement
- working collaboratively with technical teams, vendors or service providers to coordinate service outcomes and support user experience improvements
- supporting, coaching or mentoring junior staff and contributing to quality assurance, knowledge sharing and capability uplift within a team
- or knowledge of the ServiceNow platform or comparable IT service management tools
- developing process documentation, user guidance, knowledge articles or training material
- supporting priority business areas, service improvement activities or user experience outcomes in a complex ICT operating environment.

Eligibility and other Requirements The successful applicants must:

- hold and maintain a valid Australian motor vehicle drivers licence
- note that the position may require them to participate in an on-call roster (for which an appropriate restriction allowance will be paid) and be available to perform duty outside standard hours.

Please note that this vacancy notice replaces VN-0772816 which was notified in the gazette on 18 September 2026. VN-0772816 was withdrawn and the roles re-advertised under this notice number as an additional role has been added to the positions that the branch expect to fill from this vacancy notice.

📌 ICT Client Services Officer (Australia)
🏢 Department of Agriculture, Fisheries and Forestry
📍 Australia