Project and ICT Customer Support Officer​  
    PROF 4
    ​​ (PUBLISHED 12/10/21)

    RFQ-ASD-131-2021 SOW 1 
    Role: Project and ICT Customer Support Officer
    Major SFIA level: PROF 4
    Client: Australian Signals Directorate (ASD), (CCSPO) - DEF102 Project
    Location: Russell or Fairbairn Offices
    Contract Commencement: On or soon after 04 January 2022
    Contract term: 12 or 24 months from commencement date
    Part-time arrangements: May be considered
    Clearance: Top Secret Positive Vetting (TSPV)
    Closes:  Wednesday 3rd November 2021 2PM

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    Role Description:
    The Project and ICT Customer Support Officer is accountable under general direction to provide effective administration.
    The role will assist in managing activities and processes relating to project procurement, project finance, asset documentation, project-specific and general administration activities.
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    The role will also be required to provide ICT Customer Support through receiving and handling incident and service requests submitted via telephone, email, in-person, or ITSM application, and remediation using standard procedures. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and service requests regarding the use of application software products and/or infrastructure components.

     Major Responsibilities:
    • Assist with development and successful completion of procurement submissions and supporting documentation in accordance with legislation and Commonwealth and agency procurement guidelines and procedures.
    • Support effective contract management, including drafting contract variations, receipt and review contract deliverables and administration of contract closures. 
    • Assist with schedule maintenance, risks and issues tracking, financial administration and resource management.
    • Provide effective general administrative support including management of record keeping requirements and systems; secretariat support for meetings and forums; development of agreements, briefs, minutes and other communications.
    • Provide administrative support to Project Director on ASD’s mandated workplace requirements.
    • Respond to customer enquiries, incidents and service requests (submitted via phone, email, in-person, or ITSM application), remediate these issues/requests, and maintain documentation and records in accordance with standard operating procedures and the Information Security Manual (ISM).
    • Contribute to organisational knowledge transfer through communicating actions taken to resolve Incidents & deliver Service Requests, content updates of SOPs, and briefs on significant items impacting the service desk.
    • Promptly allocate unresolved issues to support groups in accordance with PENSIEVE Standard Operating Procedures (SOPs), report issues or inconsistencies identified within the SOPs, and implement agreed changes in support of consistent and best practice delivery of customer service
     
    Other Skills:
    • High-level proficiency in the use of Microsoft Office suite products including:
      a. Word: styles, formatting, templates
      b. Excel: referential formulae, financial planning and actuals records
      c. PowerPoint: professional slide decks for Executive briefings; master layout changes
      d. Project: schedule maintenance and analysis
    • Completed the ITIL Foundation certificate or have a working knowledge of the service management principles and practices.

    SFIA Skills Required:
    • PROF 4
    • CSMG 2
    • USUP 2

    ​Security Clearance:
    Must hold a current Top Secret Positive Vetting (TSPV) security clearance. Candidates with a current Defence Intelligence Agency recognised Psychological Assessment (PA) preferred but not essential.

    Core Hours:
    Contracted personnel are to work no more than an average of eight hours per day between 7 am and 7 pm, unless requested to do so by the Contract Manager, and must take a minimum 30-minute break after five hours consecutive work.
    Part-time arrangements may be considered.

    Other Features:  The role is based in Canberra with some travel within Australia required.

    Referees: Two referees with contact details.

    ​For information on what to submit, including the selection criteria you will need to address, please download the full RFQ below.