The role will be responsible for, but not limited to:

Assist AEC staff via phone, email, remote and onsite support with faults, issues,

incidents and service requests within an ITIL framework. Record accurate, timely

and meaningful data in relation to client follow ups, requests and

communication.

Undertake and administer support for staff in the AEC's National Office; Canberra

City ACT and other AEC locations as required across the country by providing

consistent, professional and timely support and guidance to staff on program and

IT areas.

Provide on-call support after hours on a rostered basis.

Determine software and hardware requirements to provide solutions to

problems. Install and configure software and hardware, and repair and replace

peripheral equipment.

Ensure all service support knowledgebase and artefacts, and policies and

procedures are followed at all times to ensure consistency and compliance of

service.

Assist in the development and updating of knowledgebase articles, and standard

operating processes and procedures.

Coordinate with team members and other support areas to provide resolution of

issues, including the escalation of more complex issues to management and

technical teams as required.

Conduct administration, scrip, and access management tasks where

required. Assist with the planning and delivery of additional support activities

aimed at enhancing the capability of the AEC and service delivery improvement.

Conduct investigations for troubleshooting, research and analysis to obtain

evidence based conclusions and assist in the management, preparation and

coordination of policy or procedure formulation and/or project management

Develop and maintain key internal and external relationships, including liaising

with stakeholders on policy, project or operational issues and responding to

stakeholder needs and expectations. Represent the agency at meetings,

conferences and seminars.

Provide accurate specialist advice, guidance and reporting on team functional

responsibilities.

Make and communicate decisions using good judgement, expertise and

knowledge, governed by legislation, regulations, best practice principles or

relevant operating instructions and procedures.

Contribute to doctrine, election preparation and delivery activities in accordance

with the election readiness framework, according to individual accountabilities and

responsibilities.

Perform additional duties or assume responsibility of functions as directed from

time to time.