Verified Job
Customer Support / TeleCaller
ICT VIP Support Officer
Customer Support / TeleCaller
#695133
Remote / WFH
Job Description
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Start of main content
Job title, keywords or company
Acton ACT
50 km
jobs in Acton ACT
1,000+ jobs
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Department of Agriculture, Fisheries and Forestry
APS 6 - $99,734 - $112,044 per annum plus superannuation
ICT Services Division
Canberra, ACT
DAFF is filling a vacancy for an APS6 ICT VIP Support Officer. This is your opportunity to be part of a team dedicated to support of the department's Senior Executive Service and Minister's Office.
Why YOU are important to us and what impact will you have on the ICT Services Division and the departments’ goal.
ICT Services Division delivers secure and modern technology solutions that enable the department to operate effectively around the clock. We manage ICT systems that support collaboration, innovation, and service delivery across all areas. Our goal is to provide a reliable digital environment that empowers staff to focus on outcomes, not technical barriers. By continuously improving our platforms and tools, we help the department stay agile, connected, and ready to meet future challenges.
We provide essential ICT support and cyber security services that keep the department’s systems safe, reliable, and user-friendly. Our team ensures staff have access to secure desktop environments and responsive technical assistance. We protect sensitive information and maintain operational continuity by proactively managing risks and resolving issues. By enabling secure and efficient digital workspaces, we help staff stay productive and focused on delivering outcomes that matter.
As an ICT VIP Support Officer, you will be part of a team dedicated to support the department's Senior Executive Service and Minister's office.
This is where you play an important role.
As the ICT VIP Support Officer, you will:
Provide specialist ICT support to Senior Executive staff and Ministerial offices, delivering responsive, tailored, and secure services.
Conduct advanced troubleshooting and problem analysis across complex ICT issues, ensuring timely and effective resolution.
Monitor service delivery performance against SLAs, providing reports and escalating risks or emerging issues when required.
Identify and drive service improvement opportunities, contributing to continuous improvement activities and maintaining technical and operational knowledge base content.
Recognise interconnected ICT issues, anticipate risks, and investigate practical solutions to strengthen overall service delivery.
Deliver reliable, timely advice on ICT incidents, service disruptions, and complex technical matters, supported by clear documentation to ensure auditing, assurance, and knowledge continuity.
Collaborate with internal ICT teams and external service providers to resolve issues impacting VIP clients, while building strong relationships with key stakeholders and proactively addressing their support needs.
Deliver high-quality, tailored communication and ICT support that meets the specialised requirements of executive and ministerial operating environments.
Work with a high degree of autonomy under limited direction to deliver consistent, high-quality outcomes, while contributing to a collaborative and professional team culture focused on exceptional VIP service delivery.
Support junior staff, guiding their technical development and ensuring high standards of work quality across the team.
Please note that the merit pool established through this selection process, which is valid for a period of eighteen months from the date the vacancy was advertised in the Public Service Gazette, may also be used to fill future ongoing vacancies in the branch where the duties are of a similar nature.
Our ideal candidate will have:
Experience operating in an ICT support function or Service Desk environment
Undertake objective, systematic analysis to diagnose complex technical issues and deliver evidence-based solutions.
Identify links between interconnected technical and business issues, proposing practical and effective resolution options.
Apply sound judgement and prioritisation when managing competing demands in a high-pressure VIP support environment.
Build and maintain productive relationships with senior executives, ministerial staff, and ICT stakeholders, anticipating their needs and providing tailored, high-quality advice.
Communicate technical information clearly and with influence, adapting messaging for both technical and non-technical audiences while effectively managing expectations.
Demonstrate strong knowledge of end-user ICT systems, Microsoft365, and enterprise device support, providing specialist guidance and handling complex escalations.
Conduct regular quality assurance checks and document processes, incidents and actions to support organisational learning and audit requirements.
Prepare complex correspondence, reports, and knowledge articles that support service continuity and operational improvement.
Escalate risks and issues promptly to maintain continuity of service for VIP clients, adapting to changing business requirements while upholding high service standards.
Provide mentoring and professional guidance to junior staff, contributing to a positive, collaborative team culture and promoting continuous improvement.
Eligibility and other requirements
The successful candidate:
May be required to participate in an on-call roster (with appropriate restriction allowance) and be available to perform duty outside standard hours
VetPaths
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
Start of main content
Job title, keywords or company
Acton ACT
50 km
jobs in Acton ACT
1,000+ jobs
Clerk Assistant
Parliament of Australia
Canberra ACT
Visits Officer
Parliament of Australia
Canberra ACT
Visited 1 day ago
ICT VIP Support Officer
Department of Agriculture, Fisheries and Forestry
Canberra ACT
Food and Beverage Attendant(Full Time)-National Convention Centre
Crowne Plaza Hotels & Resorts
Canberra ACT
Parental leave
Birthday leave
Visited 4 days ago
Audit and Compliance Officer - APS 4
Australian Taxation Office
Canberra ACT
View similar jobs with this employer
Viva Leisure - Reception & Administration Officer - Canberra HQ
Viva Leisure Group
Greater Canberra ACT
Parental leave
Gym membership
Free fitness classes
Company car
Free snacks
Visited 4 days ago
Case Manager
QBE
Canberra ACT 2601
MH Recovery Worker The Way Back Support Service
Woden Community Service
Canberra ACT
Employee assistance program
Salary packaging
Operations Manager, Positioning Operations and Support Centre
Geoscience Australia
Canberra ACT
Casual Receptionist - National Convention Centre
Crowne Plaza Hotels & Resorts
Canberra ACT
Visited 4 days ago
Flip Out Majura Adventure Park - Several Positions
Flip Out Adventure Park
Canberra ACT
Visited 1 day ago
IT Service Desk Officer
Australian National University
Canberra ACT 2601
Visited 1 day ago
Van Driver
Australia Post
Fyshwick ACT
View similar jobs with this employer
Butcher
Capital Meats and Poultry
Fyshwick ACT
Salary packaging
Visited 4 days ago
Picker/Forklift Driver
Worksforyou
Mitchell ACT
Visited 1 day ago
Finance Officer
Empirical Solutions
Canberra ACT 2600
Parental leave
Apprentice Landscaper
Park Landscapes Pty Ltd
Canberra ACT
Visited 1 day ago
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Bluerydge
Fyshwick ACT 2609
Master Scheduler
Sprinx Pvt. Ltd.
Canberra ACT
Work from home
Experienced Residential Cleaner — Contractor Partnership
The Cleaning Giants
Canberra ACT
Visited 4 days ago
Technical Transition Change Manager
Sprinx Pvt. Ltd.
Canberra ACT
Work from home
Cleaner Casual - Gungahlin ACT
City FM Australia
Gungahlin ACT 2912
Safety equipment provided
Uniform provided
Visited 1 day ago
Tech. Transition Change Manager
Sprinx Pvt. Ltd.
Canberra ACT
Staff Product Manager, Australia
ServiceTitan Group Holdings Pty Ltd
Canberra ACT 2601
Parental leave
Employee assistance program
Wellness allowance
Manicurist
Often responds within 5 days
UMI Nails
Dickson ACT 2602
Transportation links
People also searched:
Employers: Post a Job
Department of Agriculture, Fisheries and Forestry
APS 6 - $99,734 - $112,044 per annum plus superannuation
ICT Services Division
Canberra, ACT
DAFF is filling a vacancy for an APS6 ICT VIP Support Officer. This is your opportunity to be part of a team dedicated to support of the department's Senior Executive Service and Minister's Office.
Why YOU are important to us and what impact will you have on the ICT Services Division and the departments’ goal.
ICT Services Division delivers secure and modern technology solutions that enable the department to operate effectively around the clock. We manage ICT systems that support collaboration, innovation, and service delivery across all areas. Our goal is to provide a reliable digital environment that empowers staff to focus on outcomes, not technical barriers. By continuously improving our platforms and tools, we help the department stay agile, connected, and ready to meet future challenges.
We provide essential ICT support and cyber security services that keep the department’s systems safe, reliable, and user-friendly. Our team ensures staff have access to secure desktop environments and responsive technical assistance. We protect sensitive information and maintain operational continuity by proactively managing risks and resolving issues. By enabling secure and efficient digital workspaces, we help staff stay productive and focused on delivering outcomes that matter.
As an ICT VIP Support Officer, you will be part of a team dedicated to support the department's Senior Executive Service and Minister's office.
This is where you play an important role.
As the ICT VIP Support Officer, you will:
Provide specialist ICT support to Senior Executive staff and Ministerial offices, delivering responsive, tailored, and secure services.
Conduct advanced troubleshooting and problem analysis across complex ICT issues, ensuring timely and effective resolution.
Monitor service delivery performance against SLAs, providing reports and escalating risks or emerging issues when required.
Identify and drive service improvement opportunities, contributing to continuous improvement activities and maintaining technical and operational knowledge base content.
Recognise interconnected ICT issues, anticipate risks, and investigate practical solutions to strengthen overall service delivery.
Deliver reliable, timely advice on ICT incidents, service disruptions, and complex technical matters, supported by clear documentation to ensure auditing, assurance, and knowledge continuity.
Collaborate with internal ICT teams and external service providers to resolve issues impacting VIP clients, while building strong relationships with key stakeholders and proactively addressing their support needs.
Deliver high-quality, tailored communication and ICT support that meets the specialised requirements of executive and ministerial operating environments.
Work with a high degree of autonomy under limited direction to deliver consistent, high-quality outcomes, while contributing to a collaborative and professional team culture focused on exceptional VIP service delivery.
Support junior staff, guiding their technical development and ensuring high standards of work quality across the team.
Please note that the merit pool established through this selection process, which is valid for a period of eighteen months from the date the vacancy was advertised in the Public Service Gazette, may also be used to fill future ongoing vacancies in the branch where the duties are of a similar nature.
Our ideal candidate will have:
Experience operating in an ICT support function or Service Desk environment
Undertake objective, systematic analysis to diagnose complex technical issues and deliver evidence-based solutions.
Identify links between interconnected technical and business issues, proposing practical and effective resolution options.
Apply sound judgement and prioritisation when managing competing demands in a high-pressure VIP support environment.
Build and maintain productive relationships with senior executives, ministerial staff, and ICT stakeholders, anticipating their needs and providing tailored, high-quality advice.
Communicate technical information clearly and with influence, adapting messaging for both technical and non-technical audiences while effectively managing expectations.
Demonstrate strong knowledge of end-user ICT systems, Microsoft365, and enterprise device support, providing specialist guidance and handling complex escalations.
Conduct regular quality assurance checks and document processes, incidents and actions to support organisational learning and audit requirements.
Prepare complex correspondence, reports, and knowledge articles that support service continuity and operational improvement.
Escalate risks and issues promptly to maintain continuity of service for VIP clients, adapting to changing business requirements while upholding high service standards.
Provide mentoring and professional guidance to junior staff, contributing to a positive, collaborative team culture and promoting continuous improvement.
Eligibility and other requirements
The successful candidate:
May be required to participate in an on-call roster (with appropriate restriction allowance) and be available to perform duty outside standard hours
VetPaths
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
