Senior ICT Support Officer - 6 Month Contract 

About the role

We are seeking an experienced Senior ICT Support Officer to provide advanced first-level ICT support and lead the effective operation of Tier 1 helpdesk services within a complex organisational environment. This role acts as an escalation point for complex incidents, supports service improvement initiatives, and mentors ICT officers to ensure consistent, high-quality ICT service delivery.

You will play a key role in maintaining reliable, secure, and customer-focused ICT services that support day-to-day business operations.

Key responsibilities

In this role, you will:

• Provide front-line ICT support via phone, email, and service management systems
• Lead and coordinate Tier 1 ICT support services to meet agreed service levels
• Act as an escalation point for complex incidents and manage stakeholder expectations
• Deliver advanced troubleshooting across desktop, mobile, Microsoft 365, and enterprise environments
• Support ICT hardware installation, maintenance, and conferencing technologies
• Maintain accurate records and contribute to ICT knowledge bases
• Mentor and guide ICT officers to build team capability and consistency
• Analyse incident trends and recommend improvements to systems, processes, and services
• Liaise with Tier 2 and Tier 3 teams, vendors, and business areas to resolve issues
• Ensure compliance with ICT policies, security standards, and recordkeeping requirements
• Contribute to ICT projects, technology rollouts, upgrades, and service transitions

What we are looking for

We are looking for a motivated ICT professional who combines strong technical skills with a customer-focused mindset. You will demonstrate:

• High-level technical capability across one or more ICT domains such as end-user computing, systems administration, networking, or infrastructure
• Strong analytical and problem-solving skills to resolve complex technical issues
• Excellent organisational and time management skills
• Well-developed communication and interpersonal skills
• The ability to work independently and collaboratively within a team
• A strong commitment to delivering responsive, high-quality customer service

This role aligns with Individual Contributor leadership capabilities and requires a proactive, accountable approach to service delivery.

Role requirements

• Relevant tertiary qualification in Information Technology, Computer Science, or a related field, or equivalent experience
• Industry certifications (e.g. Microsoft, Cisco, VMware) are highly desirable
• Experience with Microsoft 365 administration, enterprise networking, and application whitelisting is highly desirable
• Experience supporting ICT environments in a complex organisational setting
• Eligibility to work in Australia

Why apply

You will be part of a collaborative ICT team that values professionalism, continuous improvement, and inclusive ways of working. This role offers the opportunity to apply your technical expertise, contribute to service excellence, and support meaningful business outcomes.

How to apply

Please submit:

• Your current resume, including two referees
• A short statement (no more than one page) outlining your interest in the role and what you will bring to the team