Senior Desktop Support Officer

Harrison McMillan is seeking a Senior Desk Top Support Officer to work with a Federal Government Department in their ICT Operations Support Team.

In this role you will be part of the ICT Support Team working onsite supporting the ICT Program and Infrastructure Projects team that sits within the Department. You will be 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.

• 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 drive 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

• Monitor service delivery channels and collect performance data. Assist with the specification, development, research and evaluation of service standards

• Investigate causes of incidents and seeks resolution. Escalate unresolved incidents. Facilitates recovery, following resolution of incidents. Document and close resolved incidents. Contribute to testing and improving incident management procedures

• Provide operational direction, support and guidance to assigned colleagues. Allocate routine tasks or project work, in line with team objectives and individual capabilities

• Monitor quality and performance against agreed criteria to make learning recommendations or to escalate concerns. Coach colleagues in developing target skills and capabilities in line with team and personal goals. Facilitate effective working relationships between team members

• Conduct formal assessments or reviews for given domain areas, suppliers, or parts of the supply chain. Collate, collect and examine records, analyse the evidence and drafts all or part of formal compliance reports.

• Determine the risks associated with findings and non-compliance and proposes corrective actions. Provide advice and guidance in the use of organisational standards.

• Deal with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information

• Collect and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Help develop and enhance customer and stakeholder relationships.

This role is planned to commence late January 2026.