This position is responsible for providing 1st level IT support to the Federal Court of Australia, Federal Circuit and Family Court of Australia and National Native Title Tribunal’s (NNTT) judiciary and staff. The IT Service Desk is the initial point of call for users of IT services provided by the Information Technology section.
Primary responsibility is being the initial point of contact with clients of the Service Desk within a small team, which is part of a larger team delivering support to clients. The majority of work will entail answering of calls to the IT Service Desk and monitoring email and IT Service Portal queries. These interactions are to be logged in the IT Service Management tool (Ivanti Service Manager) where possible queries are to be resolved and where not possible escalated to other support teams.
Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court’s eApplications.
Duties and Responsibilities
1. Delivery of quality ICT support services to clients
2. IncidentService Request Management
3. Teamwork and Leadership
Selection Criteria
For more information, please contact Ash Plummer, IT Service Desk Manager, by email: ash.plummer@fedcourt.gov.au or phone: 03 8600 4131.
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