Senior IT Support Officer, Digital & Workplace Services Branch

Australian Department of the Prime Minister and Cabinet – Canberra ACT

1d ago , from Department of the Prime Minister and Cabinet

- Ongoing & Non-ongoing (for a period of up to 24 months)
- Ongoing & Non-ongoing (for a period of up to 24 months)
- APS Level 5 ($91,909 - $98,259) plus 15.4% superannuation
- Canberra, ACT
- Location: Canberra, ACT
- Application Closing Date: Sunday 22 November at 11:30pm AEDT

This role is being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the PM&C; delegate.

Where a non-ongoing specified term is offered, this would be for a maximum period of two (2) years. If the initial contract is for less than 2 years, it may be extended or renewed once, up to the 2 year limit.

A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.

Flexible Work

At PM&C; we recognise the broad benefits of offering flexibility in how, when and where work is performed. We consider flexibility first from a starting position of 'how can we make this work?' and consider individual circumstances and operational requirements in making genuine attempts to establish mutually beneficial arrangements. Please reach out to the contact officer if you would like to explore what flexibility might look like for you, such as part time work, variable start and finish times or working from home.

Who we are

The ICT Service Delivery Section provides support for ICT Services, manages the ICT asset stocktake and lifecycle and support the department's back end IT processes,



infrastructure and networking, which enable the delivery of our services. The Information Technology and Security Branch (ITSB) is responsible for the secure provision and support of ICT business services across PM&C;, our Shared Services agencies and to the Prime Minister and Portfolio Minister Offices'.

What you will do

The Senior IT Support Officer delivers high-quality end user ICT support services across the Department of the Prime Minister and Cabinet (PM&C;) and partner agencies, supporting multiple sites in Canberra and nationally. This customer-facing role works with stakeholders at all levels to ensure timely, professional resolution of ICT incidents and service requests, contributes to continuous service improvement, and may provide guidance to junior staff as part of a collaborative support team.

Key duties include:

- Providing responsive face-to-face and remote support to resolve ICT incidents and fulfil service requests across end user hardware, software and mobility
- Troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution
- Managing workload and priorities using the department's service management tool, including queue monitoring, allocation (where relevant), and accurate recordkeeping.




- Providing user guidance and basic training to improve customer capability and reduce repeat issues
- Contributing to service improvement activities, including maintaining/updating support documentation and knowledge base articles
- Maintaining accurate IT asset records to support lifecycle planning, risk identification and informed decision-making
- Managing inventory activities including tracking, storage, shipping/receiving, repairs, upgrades and disposals, ensuring records remain current
- Coordinating mobility provisioning and administration, including mobile phone/SIM/data card ordering and activations, and associated service provider interactions as required
- Supporting cross-agency coordination activities (e.g., change of ownership requests) under shared service arrangements
- Contributing to asset management documentation (processes, standards and reporting) and input to asset planning/strategy activities
- Building and maintaining effective relationships with customers and internal stakeholders at all levels, representing ICT services professionally
- Promoting a customer-centric support culture and advocating for PM&C; ICT and digital services
- Supervising, mentoring and supporting junior staff (where required), including task guidance and on-the-job coaching, and participation in performance and learning and development discussions
- Providing on-site support at different locations, with interstate (and occasional international) travel as required.

What you will bring

Our ideal candidate will have:

- Demonstrated experience providing high-quality end user ICT support in a service desk or desktop support setting, including diagnosing and resolving hardware, sof

📌 Senior IT Support Officer, Digital (Canberra)
🏢 Australian Department of the Prime Minister and Cabinet
📍 Canberra