Senior Desktop Support Officer

The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology. The support officer will be part of the ICT Support team; however, main functions will be working on site supporting the NMI ICT Program and Infrastructure Projects team that’s within the Digital Services for Business Branch. ICT Operations are responsible for delivering high level customer service and technical specialist support on a variety of technology and services to all staff across NMI and the department. Responsibilities NMI Project & Desktop Support Officers are responsible for supporting NMI ICT project delivery as well as supporting the day-to-day operations of the ICT Support Team when available. The officer will assist with the delivery of multiple projects, including uplifting the security of the environment, providing onsite support, escalation, information gathering and rollout of a new SOE and operational devices. The ICT support team are responsible for resolving technical issues, supporting end‑users on various networks, working collaboratively with technical teams, and contributing to the continuous improvement of ICT processes. The NMI Project & Desktop Support officer will ensure their work aligns with the organisational ICT strategies and delivers high-quality service to the department. Our ideal candidate Strong problem‑solving skills with the ability to address complex or escalated issues across a wide range of end‑user hardware and software. Experience providing Level 2 ICT Support, including triage and resolution of incidents, provisioning ICT equipment, and providing technical support for video conferencing systems. Excellent communication and interpersonal skills, with the ability to build relationships, collaborate with stakeholders, and provide constructive feedback. Excellent organisational and strategic thinking skills, experience managing competing priorities and driving continuous improvement initiatives. Demonstrated ability to identify knowledge gaps, implement documentation strategies and effective management of ICT knowledge articles. Experience with managing competing priorities and adapting to change within a service delivery environment. Experience providing information and updates on projects. What you will do Work with multiple project teams to deliver outcomes required to uplift the security of the environment. Assist with the information gathering and requirements for multiple project deliverables. Provide advanced technical and rollout support within the NMI Desktop Support team. Work within a broader team and maintain a positive and collaborative work environment. Provide Level 2 ICT support to department staff for desktop hardware, software, video‑conferencing systems, peripheral devices across multiple NMI sites, and face‑to‑face onsite support. Provide support to the Desktop Support Team with tasks requiring provisioning and management of ICT equipment for staff and maintaining accurate record‑keeping of the ICT asset register. Collaborate with Level 3 ICT teams (e.g. Networks, Servers and Infrastructure), including working with external vendors to coordinate hardware repairs, warranty services and system upgrades. Monitor BAU priorities, ICT tasks and incidents to meet service level agreements. Assist in identifying knowledge gaps within the team and develop knowledge base articles for continuous improvement and auditing purposes. Collaborate with enablement teams to resolve ICT incidents and deliver high‑quality customer service to department staff. Work with the NMI lab managers to identify and resolve issues. #J-18808-Ljbffr