ICT Service Desk Level 1 Support

Full-time, Non-Ongoing, APS4 position
$75,022 – $81,775 per annum plus 15.4% superannuation
Australia’s leading museum located waterside in beautiful Darling Harbour

About the Role

The ICT Service Desk Level 1 Support role is pivotal in delivering high-quality, customer-focused technical support to ensure the Australian National Maritime Museum’s ICT systems and users are supported efficiently and effectively. This role serves as the primary point of contact for IT-related inquiries, providing timely resolutions, maintaining accurate records, and contributing to continuous service improvement.

Key Accountabilities

Under general direction, this position is responsible for delivering the following functions:

• First-Level Technical Support: Efficiently handle incoming requests via phone, email, or ticketing systems,
logging incidents accurately, and resolving issues promptly within agreed service level agreements (SLAs).
• Issue Resolution and Escalation: Respond to common IT queries, troubleshoot hardware, software, and network
issues, and escalate complex incidents to higher-level support or third-party vendors as needed.
• User Education and Support: Conduct initial problem assessments, provide clear guidance to end-users to
prevent recurring issues, and promote self-service options where applicable.
• Knowledge Base Contribution: Maintain and enhance the department’s knowledge base by documenting known errors, resolutions, and user guides to support consistent service delivery.
• Stakeholder Communication: Collaborate with internal stakeholders, team members, and external vendors to
provide timely updates, feedback, and resolutions, ensuring a high standard of customer service.
• Incident and Asset Management: Maintain accurate records of incidents, service requests, and asset inventories,
recommending process improvements to enhance service efficiency.
• Audio-Visual and System Support: Provide backup support for ICT audio-visual equipment and assist with the
deployment, maintenance, and optimisation of ICT systems and infrastructure.
• Team Collaboration: Work closely with the ICT team, managed service providers, and vendors to ensure
seamless support delivery, performing additional duties as directed by the Chief Information Officer or ICT
Manager Operations and Services.

Key Selection Criteria

The successful candidate will demonstrate their capacity against the following:
1. Experience with Service Desk support.
2. Basic IT knowledge, including infrastructure management tools.
3. Excellent communication and customer service skills.
4. Independent problem-solving skills with the ability to resolve problems promptly and efficiently.
5. Ability to self-manage and accountable for issues under pressure as well as being flexible with responsibilities, duties
and hours.

Qualifications and/or relevant experience required

Desirable:
• Technical Proficiency: Basic understanding of IT systems, including Windows/macOS environments, Microsoft
365, networking fundamentals, and audio-visual equipment.
• Customer Service: Strong interpersonal and communication skills to deliver user-friendly support and manage
expectations.
• Problem-Solving: Ability to troubleshoot and resolve common IT issues with a proactive and analytical approach.
• ITIL Awareness: Familiarity with ITIL principles (e.g., incident management, service request fulfillment) is
desirable but not essential.
• Teamwork: Collaborative mindset with the ability to work effectively in a team and with external vendors.
• Education/Experience: Relevant IT qualifications (e.g., Certificate III/IV in Information Technology) or equivalent
experience in a service desk or technical support role.

What We Can Offer You

Working at the Sea.Museum offers a stunning office location plus access to a range of benefits including:
• A competitive salary, plus 15.4% superannuation.
• Generous leave and flexible working arrangements.
• Great training and development opportunities.
• Rewards and recognition initiatives.
• Our Employee Assistance Program (EAP – a free counselling service for you and your family).
• Wellbeing initiatives including free flu shots and reimbursement for optical.
• Salary packaging options.
• Staff Regatta – Sailing on the Harbour.

When applying via our online e-recruitment system, please provide a written application addressing each Selection Criteria. Your current resume is also to be included in your application.
In addition to an application and your resume, the assessment process for this position may also include an interview and referee reports.

Applications Close: 11:30pm AEST, Sunday 17 August 2025. No Applications will be accepted by mail or email.