- $88,834 - $96,829 plus 15.4% superannuation
- Ongoing and Non-Ongoing, Full-time
- Brisbane
Position Overview
We are looking for a motivated and customer-focused IT Service Support Officer to join our national Information Technology (IT) team in early November. The successful applicants will provide high-quality Level 1 and Level 2 IT support to staff across the Courts and Tribunal, ensuring timely resolution of technical issues and a positive customer experience.
This role provides IT support to Judges, Registrars, Members and staff across the Federal Court of Australia, Federal Circuit and Family Court of Australia, and the National Native Title Tribunal.
As a member of the IT Service Desk, you will be the first point of contact for customers seeking assistance with technology-related issues and requests. Working within a collaborative and geographically dispersed team, you will provide support via telephone, email, remote access technologies and face-to-face interactions.
You will be responsible for logging, troubleshooting, resolving and escalating incidents and service requests while delivering exceptional customer service and maintaining high standards of professionalism.
This is an excellent opportunity for an IT professional who enjoys problem-solving, building strong customer relationships and working in a dynamic national support environment.
Key Responsibilities
Deliver Exceptional ICT Support
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Provide high-quality technical support to internal and external customers.
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Deliver support via telephone, remote support tools, email and in-person assistance.
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Troubleshoot and resolve hardware, software and connectivity issues.
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Communicate technical information clearly and professionally to staff with varying levels of technical knowledge.
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Apply and promote IT policies, procedures and security requirements.
Incident and Service Request Management
- Record and manage incidents, service requests and problems using the IT Service Management (ITSM) platform.
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Monitor and manage individual workloads while contributing to team queue management.
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Resolve issues at first contact where possible and escalate when required.
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Create and maintain knowledge base articles and support documentation.
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Support customers operating in a Microsoft based environment, including Windows 11 and Microsoft 365.
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Perform user administration activities, including Active Directory account management, Microsoft 365 administration, Exchange mailbox management.
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Deploy and maintain approved hardware, software and Standard Operating Environment (SOE) builds.
Teamwork and Collaboration
- Work effectively within a geographically dispersed national Service Desk team.
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Collaborate with specialist IT teams to achieve service delivery objectives.
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Build positive relationships with registry staff and stakeholders across Australia.
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Contribute to continuous improvement initiatives, documentation and knowledge sharing.
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Assist with staff induction, education and ongoing training activities.
About You
You are a motivated and customer-focused IT professional who enjoys helping people and solving problems.
You possess strong technical troubleshooting skills, excellent communication abilities and a commitment to delivering outstanding customer service. You take ownership of issues, demonstrate initiative and remain calm and professional when managing competing priorities.
You will thrive in both independent and team-based environments and enjoy collaborating with colleagues across multiple locations.
Experience supporting legal, government or professional services environments will be highly regarded.
Skills and Experience
- A minimum of two years' experience in a Service Desk, Help Desk or IT Support role.
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Experience providing support via phone, email, instant messaging, remote access tools and onsite visits.
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Strong analytical and problem-solving capabilities.
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Experience supporting customers in both office and remote working environments.
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Sound understanding of IT service management principles and ITIL best practices.
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Awareness of IT security principles, policies and compliance requirements.
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Ability to prioritise workloads, manage competing demands and meet deadlines.
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Experience working effectively within a geographically dispersed team environment.
Working Arrangements
The IT Service Desk operates between 7:00 am AEST and 5pm AWST, with evening and weekend on call shifts. Team members participate in a roster to ensure appropriate national support coverage. Occasional interstate travel may be required to support projects or technology deployments.
Selection Criteria
- Demonstrated experience providing ICT support in a Service Desk, Help Desk or ICT Support environment, including support delivered remotely and onsite.
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Demonstrated understanding of ITIL-based service management practices, ICT security principles and the effective use of ITSM platforms.
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Proven analytical and problem-solving skills, including the ability to diagnose issues, identify workarounds and deliver effective technical solutions.
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Demonstrated ability to work both independently and collaboratively within a geographically dispersed team while effectively managing competing priorities and deadlines.
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Demonstrated experience supporting Microsoft technologies and end-user devices, including Windows 11, Active Directory, Microsoft 365 Administration, networking and VPN technologies, Microsoft Teams and Webex, video conferencing technologies, and end-user device deployment and support.
How to Apply
To apply for this position, you will need to apply via the Federal Court’s jobs website https://www.fedcourt.gov.au/about/employment).
To be considered for this opportunity, applicants must submit a Statement of Claims addressing each of the selection criteria outlined above (maximum of half a page per criterion), along with a current résumé.
Please indicate in your application whether you are applying for the ongoing position, the non-ongoing position, or both.
Only applications submitted through the Federal Court’s jobs website will be considered. Applications submitted directly via email or by recruitment agencies will not be accepted.
Contact Officer
For more information, please contact Raj Hirani via email
[email protected] or by phone: on 07 3052 4044.
Eligibility
Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following:
- Australian citizenship – the successful applicant must hold Australian citizenship.
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Security and character clearance – the successful applicant must satisfy a Police Records Check and may also be required to complete security clearances during the course of their employment.
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Successful applicants engaged into the APS will be subject to a probation period.
Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply but note that they cannot be engaged until their redundancy benefit period has expired.
Artificial Intelligence (AI) in recruitment
Candidates may use AI tools to assist with their participation in this recruitment process unless otherwise advised.
Where AI tools are used, candidates are responsible for ensuring that all information submitted is transparent, accurate, and genuinely reflects their own skills, capabilities, and experience.
For more information, see: Principles for candidate use of AI in Recruitment
Diversity and Inclusion
Federal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability.
First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families.
Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.
RecruitAbility
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have disability; and meet the minimum requirements for the job. For more information visit: https:// www.apsc.gov.au/recruitability
Applications Close: Wednesday, 9 September at 11:30 pm (AEST)
Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
