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Contract: 6 Months Fixed Term

Full-Time: 36.75 hours per week

Salary: £38,081.00 per annum

London post are currently seeing an expansion of operations with an increase in IT users and we require additional ICT support due to multiple upcoming high-level visits.

The successful applicant will have core IT experience and have flexibility, reliability, adaptability and the ability to respond to changing work priorities as demand requires, including out of hours work during visits.

About the Position

Under the direction of the Business Operations Manager, this position is primarily responsible for assisting the ICT Manager with provision of first line IT Support for approximately 200 IT users in London. Through the delivery of strong client service skills, the ICT Support Officer will provide service desk and troubleshooting support and advice to London based staff.

Alongside the ICT Manager this position has responsibility for working with the Global Support Centre in Canberra and Regional Technical Officers to ensure London IT user issues are adequately resolved.

The key responsibilities of this position include, but are not limited to:

• Provide first-line help desk support, troubleshooting support and guidance to London based staff across multiple Australian Government agencies.
• Prioritise both routine and complex ICT issues, from identification to resolution and refer matters to DFAT’s Global Support Centre in Canberra as required.
• Provide technical advice, interpretation of technical language and ICT support to colleagues where needed.
• Prepare user guides and manuals for IT equipment including video conferencing facilities, to assist staff with problem solving and promote self-resolution of IT issues.
• Support the ICT Manager with projects such as ICT support for high level visits from Australia and office relocations and administer the Local Area Network (ICN Low) when the ICT Manager is on leave.
• Support delivery of audio-visual services for high level events including for executive participation in online international conferences, meetings with leaders and online public diplomacy events.
• Assist with maintaining the Wi-Fi network, working with the ICT Manager, users, Canberra and Regional Technical Officers.
• Manage and maintain ICT hardware including, desktops, laptops, printers, photocopiers, smartphones, tablet devices, intercom, CCTV connectivity and at the High Commission and official residences.

Qualifications/Experience

• Excellent client service skills including well developed communication skills.
• Proficient ICT skills including experience working in an IT help desks environment or relevant technical qualification.
• Effective administrative skills, demonstrated strong organisational skills and ability to manage priorities and handle multiple tasks.
• Ability to contribute effectively as a member of a small team, including the ability to work with minimum supervision and maintain confidentiality.
• Good judgement and problem-solving ability.
• Strong grasp of Microsoft Windows and Office suite of applications, in particular Outlook, Excel and Word, a familiarity with desktop publishing software, and an aptitude for further development of ICT knowledge and skills.

About the Department of Foreign Affairs and Trade

The role of the Department of Foreign Affairs and Trade (DFAT) is to advance the interests of Australia and Australians internationally. This involves strengthening Australia’s security, enhancing Australia’s prosperity, delivering an effective and high-quality overseas aid program and helping Australian travellers and Australians overseas.

The department provides foreign, trade and development policy advice to the Australian Government. DFAT also works with other Australian government agencies to drive coordination of Australia’s pursuit of global, regional and bilateral interests.

SELECTION CRITERIA

Please address each of the selection criteria for the role in the spaces provided on the application form. Drawing from your prior experience, please provide examples of where you have demonstrated the required competencies or transferrable skills.

The word limit is strictly 250 words per response. The panel will not assess responses that exceed the word limit.

A. Experience providing first-line help desk support, troubleshooting support and guidance to multiple users.

B. Strong written communication and ability to prepare user guides and manuals for IT equipment, for example video conferencing facilities.

C. Experience managing and maintaining ICT hardware (including desktops, laptops, photocopiers etc.)

D. Ability to work autonomously with strong initiative and problem-solving ability.

E. Demonstrated knowledge of Microsoft Windows and Office suite of applications, in particular Outlook, Excel and Word and a familiarity with desktop publishing software.

The Australian High Commission in London are currently seeing an expansion of operations with an increase in IT users and we require additional ICT support due to multiple upcoming high-level visits.