Organisation: Bureau of Meteorology | Client Support and Security
Job Title: Senior Desktop Support
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Location: 700 Collins Street, Docklands, Melbourne 3008
Demonstrated experience in an ICT support and technical environment with significant End User Infrastructure support experience including mobile devices and other peripherals
A highly personable and resourceful professional with a vibrant career in the public sector spanning over 16 years, I have demonstrated experience achieving consistent results in an Information and Communications Technology (ICT) support and technical environment. My valuable skillset encompasses the astute delivery of end-to-end user support to resolve technical issues, incidents and work requests within a complex ITIL-based infrastructure. For the majority of my career, I was employed with the Australian Taxation Office (ATO) in numerous capacities, including Project Server Implementation, Server Administrator and Desktop Support. During this time, I contributed to the efficient and effective use of the ATO’s systems environment supporting business applications, Windows/Desktop, telephone and email. With a collaborative approach to my work, I genuinely enjoy being part of a team and constructively work with all team members to ensure work is being attended to in order to meet and exceed service level agreements (SLAs).
Supported by multiple qualifications, I have a strong background contributing to daily Service Desk operations to ensure comprehensive and timely IT support to internal and external stakeholders. Currently employed with the Transport Accident Commission (TAC) as a Desktop Support Officer, I am responsible for providing second-level support and administration for desktop incidents and requests referred by the Service Desk, as well as desktop application deployment and administration. In this role, I perform the full range of activities to address user requirements within the TAC, including auditing, configuration, maintenance and support of software, hardware and peripherals. This includes desktop computers, printers, network cabling, telephone handsets, mobile devices and audio-visual equipment. I am often required to set up rooms for board and executive meetings, using a combination of software and hardware such as AMX, Polycom and dropdown screens to ensure the seamless linking, viewing and presentation of information.
Additionally, I have demonstrated ability providing iPhone support to ensure an effective user experience as well as activating security features and syncing with Lotus Notes to uphold the integrity of information. I am passionate about making ICT a partner to the business by delivering continuous improvement initiatives, as demonstrated by my contribution to the development and implementation of several key projects, with both the ATO and the TAC. For example, in my role as Desktop Support Officer, I contributed as an integral member of the transition team during the separation of the Child Support Agency from the ATO. Combined with my substantial experience within a corporate environment, I am confident exercising my initiative to resolve technical issues, whilst always adhering to ICT best practice for service management. My contemporary knowledge and expertise also allow me to provide advice and recommendations to my team members, colleagues and supervisors within the scope of my role to encourage knowledge sharing within the business unit.
Demonstrated experience and knowledge of Operating Systems such as Windows 7 and MAC/OS, ability to work with an ITSM tool for purposes of analysing and reporting on matters involving end user infrastructure support
A Microsoft Certified technology specialist, my knowledge and experience extends across a range of systems, with advanced skills in Windows 7 and 8, Windows XP, Windows server 2003, Microsoft Office suite, Citrix full desktop, multiple server operating systems, active directory services and malware programs such as McAfee. In my current and previous roles, I have applied troubleshooting techniques and performed complex diagnosis on these systems for issues ranging from a simple employee request to those of a complex and technically difficult nature. My approach to troubleshooting and problem solving is quite simple and involves breaking down a problem into manageable stages: identifying the issue, defining the obstacles, examining your options, acting on an agreed course of action, reviewing the results and deciding whether any changes need to be made. By using a logical and analytical approach to problem diagnosis, resolution and workflow, I am able to effectively work within these operating systems to manage issues that arise during the day-to-day operation of a busy IT department.
In addition to the above, I have standalone experience with Mac OS as well as Windows 8.1 and 10 and am confident in my ability to apply this knowledge within an integrated server desktop environment as required. In my current role as Desktop Support Officer with TAC, I have demonstrated my ability to work within IT service management (ITSM) and ITIL tools and functions to undertake service central, incident and change management, remedy and case logging tasks, as well as asset management. This is a major component of my role, as I continuously manage the installation, relocation and retrieval of new hardware to determine who it is allocated to and the type of location of the equipment. In order to do this effectively, I update and maintain a configuration management database (CMDB) to support the auditing process. This ensures that the correct processes, people and technology are in place so that the organisation can meet its business objectives.
With further regard to matters involving end-user infrastructure support, I regularly use software deployment and reporting (SCCM) and user account and access tools to manage shared drives and applications. I have also used SCCM tools to report on and maintain security requirements, allowing visibility over individuals changing or deleting files or having access to a server or machine other than their own. Throughout my career, I have maintained primary focus on customer care and taking total ownership of problems to ensure the proper mix of reactive, proactive, and predictive support. This is underpinned by my commitment to providing a solution that meets the needs and provides value to the end-user, whether that be an individual or the wider organisation. To achieve this, I use the principles of ITSM with respect to formal processes, policies and procedures, organisation and resources, functional facilities, systems, tools, and infrastructure.
Demonstrated ability to expand their IT knowledge base from a variety of different sources to provide potential solutions for end user IT and security issues
Due to the constantly evolving nature of the industry, I strive to remain at the forefront of my field by ensuring I stay regularly up to date with the latest technology and industry developments as they align with the strategic objectives of an organisation. I have a proven track record of bringing value to a business, as well as possessing valuable customer facing skills and an agile technical mind that is able to come up with potential technological solutions for end-user IT and security issues. Central to my success is the desire to expand my IT knowledge base in order to provide services that meet the needs of key stakeholders. To this end, I have actively participated in training and initiatives designed to improve my performance and the performance of the business. This includes successful completion of an ITIL v3 Foundation Certificate, Diploma of Business Programming and a Certificate III in Telecommunications (Call Centre).
My ongoing education, training and research combined with extensive hands-on experience allow me to rapidly acquire new working knowledge of contemporary systems and programs as well as the potential causes of system issues. Through my vertical progression with the ATO, I thoroughly enjoyed gaining exposure to a wide variety of technology systems and services from both a desktop and a server level. Through this experience, I have developed a unique perspective when diagnosing and troubleshooting issues as I am able to consider the problem at different levels. Never one to shy away from a new challenge, I find it thoroughly rewarding to investigate, assess and resolve issues that arise from ICT-related incidents, questions, problems, and work requests. If unable to resolve the issue in the first instance, I use strong my analytical and problem-solving skills to undertake a range of research and reporting activities.
For example, I may raise previous work orders for similar issues, search relevant websites and user forums for the software version or type of error, or perform software updates. For lengthy or difficult problems, I notify the client and suggest a hot-swap workstation so that their downtime is minimised. During my 16 years of technical experience, I have received consistent recognition for achieving results for end-user IT and security issues across a range of key areas, including IT development, customer support, systems management and project delivery. This was certainly the case in my role as a Project Server Implementation Officer where I consistently met SLAs of server-based support, including incident response, root cause analysis and incident closure. Acting as the point of contact for over 20,000 seats, I also managed McAfee and Citrix from both a desktop and server level. I pride myself on the ability to delivering mutually agreeable outcomes for the customer and the business through the application and power of technology.
Sound liaison and communication skills (both written and verbal) and the ability to provide technical guidance and training to end users when required
Collaborating with a diverse range of internal and external stakeholders throughout my career, I am pleased to say I have achieved a great deal of success building and maintaining relationships with a diverse group of staff, supervisors, customers and internal and external bodies across multiple sites. This is demonstrated by over 16 years of career success in frontline and operational roles where I have assumed a variety of roles that have demanded exceptional interpersonal, liaison and communication skills. Effective communication is the most important issue in any organisation and I endeavour to be clear and concise at all times to mitigate the risk of confusion or misunderstanding; common factors that may lead to conflict in the workplace. Accustomed to liaising with senior management on matters relating to the delivery of end-user requirements, I am comfortable consulting and negotiating with key stakeholders at all levels on a variety of topics relevant to my position.
With a wealth of experience leading the end-to-end delivery of technical support services to clients, I understand the importance of tailoring my approach to individual clients and delivering information in a way that is easy to understand and apply to their situation while avoiding unnecessary technical jargon. To achieve this, I apply effective questioning and active listening techniques to determine the problem and the urgency of any requests. Once this is established, I use step-by-step instructions, simple commands and a sense of humour to guide them through the process. Using this approach, I am able to deliver services and solutions in line with organisational best practice standards, while maintaining a strong customer focus. These skills combined with my sound judgement and initiative allow me to defuse or escalate individual situations accordingly. At all times, I demonstrate tact, diplomacy and discretion in all my interactions to effectively provide advice, technical guidance and training with appropriate social sensitivity and cultural awareness.
Throughout my career, I have regularly managed formal client correspondence via email and phone in order to respond to customer service issues. To do this effectively, when I am speaking with a client over the phone, I put a smile in my voice and remain aware of my tone, inflection and pitch to ensure I clearly communicate information in a friendly and professional manner. Additionally, I take notes during the conversation of details that may require follow-up or further clarification. When liaising with clients via email, I rely on my strong written communication skills to convey all information succinctly, ensuring that I personalise the email, avoid technical jargon and maintain a polite and professional tone that delivers appropriate information and is easy for the reader to understand. I would bring these skills to any future role, and am confident that my concise, professional and collaborative approach will be a great asset in the role of Senior Desktop Support Officer.
Proven customer service skills, demonstrating the ability to deal responsively, consistently, patiently and politely with a variety of service requests
In my current and previous roles, I have worked in collaboration with large, multidisciplinary teams to achieve a customer-focused delivery method that puts the customer at the centre of everything we do. In today’s modern and contemporary society, IT is key to all functions of a business and my role is to ensure a high-quality service that exceeds customer expectations. Dealing responsively, consistently, patiently and politely with my clients, I am able to listen attentively and ask questions to assist them with their IT-related problems. By understanding and identifying the client’s needs, I am able to devise a solution that requires minimal impact and downtime. I have found that this collaborative approach to problem solving is highly beneficial in resolving any issues as it gives customers the opportunity to be involved in decisions that will affect them on a regular basis.
With an empathetic and supportive approach to managing problems or requests, I am able to recommend an effective course of action, or help in any way I can to assist colleagues and supervisors in meeting their objectives. Throughout my career, this has allowed me to build and maintain meaningful working relationships with key stakeholders who know they can rely on me to work in partnership with them to achieve positive outcomes. A good example of this was demonstrated in my role as Desktop Administration Support Officer with Australian Customs during a security breach incident where every employee’s password had to be reset. The process required each employee to fax a document signed by both themselves and their manager, which I would then action by contacting the employee on the phone and conducting a verbal verification. In accordance with stringent security processes, an additional witness was also required at the employee’s end to verify their identity.
In one particular instance, an employee rang to go through the process, however, there was no one available at that office to act as a witness for him. The employee was unhappy with this situation and became quite confrontational, as it was impacting his work. Understanding that his frustration was at the situation and not at me personally, I was able to remain calm and explained that the security process was required to maintain the integrity of the department, but I could resolve it without further authorisation. I then contacted the Service Delivery Manager and requested permission to bypass this security measure to which the manager agreed and called the employee directly to conduct additional verification. The client expressed his gratitude for this outcome and I was able to ensure we had the appropriate documentation and email correspondence to satisfy the required audit process. With a strong commitment to service excellence, responsiveness and continuous improvement, my understanding of the principles and practices of customer service will allow me to make a valuable contribution to the Bureau of Meteorology.
Comply with all Bureau work, health and safety policies and procedures, and take reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct
This has been demonstrated throughout my career, where I have performed all work in accordance with the requirements of OHS and recognise my specific responsibilities in relation to the prevention and management of illness or injury in the workplace. As an experienced member of the team, I have held accountability for effective incident prevention and for ensuring that if incidents, injuries or illnesses occur, steps are taken to eliminate or minimise the cause. Where preventative or corrective action is necessary but outside my control, I promptly refer the matter to the responsible area and actively follow it up until the matter is satisfactorily resolved.
Actively participating in all site inductions, I have also contributed to staff orientation by educating new employees on the role of an IT Support Officer within a government environment. Additionally, I have attended regular training sessions in safe work practices including correct workstation setup, risk and hazard identification and reporting of accidents or incidents. Each workplace and environment is different and I am committed to participating in OHS induction and training to reduce potential risks in the workplace. More generally, I am always on the lookout for unsafe work practices such as obstructions to walkways, spills on surfaces that might become slippery, and heavy items being lifted in a manner that are likely to cause injury. In my current role with TAC, I also work closely with WorkSafe and safety is an integral part of my normal duties.
At all times, I actively follow sound, safe practices and have a positive attitude towards health and safety matters. In particular, I ensure that cabling is secure to avoid people tripping over and have also been involved in the set-up of various equipment, such as Kangaroo adjustable desks and keyboards in accordance with OHS standards and individual employee assessments. Maintaining a safe and healthy workplace is a critical factor in any organisation and my experience with the ATO and TAC demonstrates my ability to take care for my own health and safety and that of employees, contractors and visitors in often changing environments.
Knowledge and understanding of the principles of the Bureau’s Social Justice Strategy and a commitment to apply them in practice
Employed with the Australian Public Services (APS) in various capacities since 2000, I possess an informed understanding of public service professionalism, including commitment to the APS Code of Conduct and all relevant policies and procedures. I consistently maintain a current knowledge of legislative obligations, particularly in relation to workplace diversity, anti-discrimination and harassment, equal employment opportunity and OHS and understand how these impact on service delivery. As an experienced member of the team, I actively support and apply these principles within my work and lead by example to set a high benchmark regarding these matters. Accordingly, I treat all clients and staff fairly and strive to ensure the decisions I make regarding processes and practices do not discriminate either directly or indirectly. Additionally, I foster a safe work environment where sexual harassment or harassment such as bullying is not tolerated.
Embracing and recognising diversity is an important skill for all members of an organisation and I act with social sensitivity and cultural awareness to promote a respectful workplace where every person is entitled to the same opportunities regardless of age, gender, culture, ethnicity or other potentially discriminating factors. This is particularly important in Australia’s diverse and multicultural society, and I am grateful for my employment within organisations that respect the right of individuals to be treated equally and to value others for their diversity of their backgrounds and perspectives. I regularly engage in participative work practices by making the necessary effort to contribute to meetings and forums and remain up-to-date with employer objectives. In this way, I am able to constructively challenge business issues and justify my own position to verify my ideas and beliefs.
Outside of the workplace, I enjoy spending time with friends and family and making a difference within the wider community. For the past several years, I have been actively involved in the Lions Club and the Red Cross, including conducting door-knocking appeals and participating in the Meals on Wheels program. Committed to helping our more vulnerable members of society, I have recently become an official member of the Lions Club. Having read the Bureau’s Social Justice Program, I am confident that the above values and experience will align with the major elements incorporated in the program, including Workplace Diversity, incorporating Equal Employment Opportunity; Participative Work Practices and Consultation; Work Health and Safety; Aboriginal and Torres Strait Islander Employment and Career Development Program; Human Resource Development; and Staff Rehabilitation/Redeployment, including the Employee Assistance Program.
