IT Support Officer, Digital & Workplace Services Branch

Department of the Prime Minister and Cabinet NZ – Canberra ACT

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 IT Support Officer provides 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 delivers timely, professional support for ICT incidents and service requests, primarily via phone and remote channels, with on-site assistance as required. The role follows established processes and contributes to a positive customer service culture.

- Providing responsive phone-based and remote support (and face-to-face support as required) to resolve ICT incidents and fulfil service requests for end user hardware, software and mobility
- Diagnosing, troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution
- Using the department's service management tool to record, update and manage incidents and service requests, including queue monitoring and accurate recordkeeping
- Communicating clearly with customers, provide practical guidance and basic training, and set expectations on progress and resolution timeframes




- Following standard operating procedures and contribute to their maintenance by updating support documentation and knowledge base articles when fixes, workarounds or process changes are identified
- Undertaking routine ICT asset and mobility support tasks in accordance with established processes, including maintaining accurate asset records, tracking equipment, shipping/receiving, and supporting repairs/returns
- Assisting with mobility provisioning activities as required, including mobile phone/SIM/data card ordering and activations, and basic service provider follow-up
- Working collaboratively with team members and stakeholders, representing ICT services professionally and supporting a customer-centric service culture
- Providing on-site support at different locations, with interstate (and occasional international) travel as required.

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 IT Support Officer provides 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 delivers timely, skilled support for ICT incidents and service requests, primarily via phone and remote channels, with on-site assistance as required. The role follows established processes and contributes to a positive customer service culture.

Key duties include:

- Providing responsive phone-based and remote support (and face-to-face support as required) to resolve ICT incidents and fulfil service requests for end user hardware, software and mobility
- Diagnosing, troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution
- Using the department's service management tool to record, update and manage incidents and service requests, including queue monitoring and accurate recordkeeping
- Communicating clearly with customers, provide practical guidance and basic training, and set expectations on progress and resolution timeframes
- Following standard operating procedures and contribute to their maintenance by updating support documentation and knowledge base articles when fixes, workarounds or process changes are identified
- Undertaking routine ICT asset and mobility support tasks in accordance with established processes, including maintaining accurate asset records, tracking equipment, shipping/receiving, and supporting repairs/returns
- Assisting with mobility provisioning activities as required, including mobile phone/SIM/data card ordering and activations, and basic service provider

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