ICT Project Officer

Company Description Element Data is focused on helping organizations harness the transformative power of Artificial Intelligence to improve how they operate and grow. The company empowers clients to elevate business capabilities, streamline processes, and unlock the full value of their data. A team of AI and data specialists develops innovative, responsible solutions designed to drive efficiency, profitability, and competitive advantage. Element Data partners closely with clients to navigate the fast-changing digital landscape and realize practical, measurable outcomes from AI-driven initiatives.
Role Description The role is responsible for responding to helpdesk requests, resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment. This position contributes to the delivery of reliable and customer-focused ICT services while supporting broader ICT projects and operational activities. The role requires strong communication skills, sound problem-solving abilities, and a commitment to delivering high-quality customer service.
DutiesProvide ICT support for hardware, software, network, account and device issues.Triage, resolve and escalate service requests and incidents in line with service levels.Administer user accounts, systems, devices, software and ICT asset records.Support ICT projects, upgrades, testing, rollouts and implementation activities.Prepare and update ICT procedures, user guides and knowledge articles.Liaise with staff, vendors and service providers to support ICT service delivery.Identify recurring issues and contribute to service and process improvements.Support cyber security controls, patching, access management and incident reporting.As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based
Essential experience & requirements:Current minimum Baseline is essential Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.