IT Service Support Officer Job at Federal Court of Australia – in Brisbane QLD

Job Description

$74,324 – $78,808 per annum plus superannuation

Ongoing – Full-time


Position Overview

The IT Service Support Officer is responsible for providing 1st 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.

Primary responsibility is being the initial point of contact with clients of the Service Desk within a small team, which is part of a larger team delivering support to clients. The majority of work will entail answering of calls to the IT Service Desk and monitoring email and IT Service Portal queries. These interactions are to be logged in the IT Service Management tool (Ivanti Service Manager) where possible queries are to be resolved and where not possible escalated to other support teams.

Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court’s eApplications.

Key Duties:
Delivery of quality ICT support services to clients

Excellent communication skills, written and verbal

Ability to understand, troubleshoot

Understand IT policies and procedures

Provide support via phone, remotely and in-person

Incident/Service Request Management

Recording of all incidentsservice requestsproblems in IT Service Management Tool

Management of individual work queue, as well as assist in team queue management

Creation of knowledge base articles for use by Judge’s & Court staff and within IT

Technical skills to support clients working in a Microsoft environment on Windows 10 using MS Office 2016 suite.

User Administration: creation, deletion and modification of individual user accounts, email mailboxes utilising O365 administration

Deployment of Hardware, SOE, and approved software

Teamwork and Leadership

Ability to work effectively within a geographically dispersed Service Desk within Australia

Contribute and working with other IT teams to achieve and ICT delivery goals.

Establish and maintain relationships with each registry, with particular focus to your location

Ongoing Training/Education and induction of clients and colleagues

Selection Criteria

Minimum of two years’ experience in a Service DeskHelp Desk or ICT Support role. Demonstrating the ability to provide support remotely via telephone/email/instant messaging and physically onsite. Experience within a legal environment is desirable.

Demonstrated ability working with IT best practice based on ITIL, including the use of an ITIL compliant ITSM tool, Ivanti Service Manager is desirable. An understanding of IT security fundamentals and ensuring processes and policies are adhered to.

Proven high level analytical and problem-solving skills, including resolving issues with users working remotely out of the office. The capability to define issues, determine workarounds and the best course of action to address the issue.

Demonstrated ability to work both autonomously and as a member of a geographically dispersed team. This includes the ability to perform well under pressure, manage competing priorities, meeting deadlines, and contributing to team goals and resources (e.g., documentation creation).

Knowledge and ability to support the following technologies:
Microsoft Environment (Windows 10, Office 2016, Active Directory)

O365 Administration

Networking troubleshooting (DNS, proxy)

Microsoft Teams

Microsoft Always On VPN

Citrix end-user and server support

Video conferencing facilities (Cisco CUCM & TMS)

Hardware deployment and maintenance (laptops, desktops, tablets, smartphone)

Printer support and vendor engagement

Dictation Devices & Applications (Olympus and Dragon Naturally Speaking)

Special Requirements

The IT Service Desk currently operates from 8AM EDSTEST to 5PM WST. Team members are rostered to provide appropriate coverage. Whilst primarily rostered hours will be between 08:00- 18:00 local time. If required to deliver support for project work, rural or interstate travel may be required.

Aboriginal and Torres Strait Islander People are strongly encouraged to apply.


For more information, please contact Ash Plummer, IT Service Desk Manager, by email: [email protected] or phone: 03 8638 6666.

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About Company

Company: Federal Court of Australia –

Company Location:  Brisbane QLD

Job Category:

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