GovTEAMS Support Officers - Canberra ACT
7 hours ago
Job description
- Business Enabling Services Group / ICT (BES) Division / Government Services (BES/ICTD) Branch
- APS 3 ($70,834 - $81,709),APS 4 ($79,897 - $91,189) | Ongoing | Full-time
- Canberra, ACT
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ABOUT THE BRANCH
The Government Services Branch (GSB) supports the Department of Finance in achieving its purpose of providing high quality services that enable the Commonwealth to achieve value in the management of public resources for the benefit of all Australians. We deliver Whole-of-Government services to Commonwealth agencies, including developing and supporting the secure telecommunications and digital collaboration needs of the Australian Government.
We provide and manage:
GovAI - a centrally hosted, secure whole-of-government platform that enables Australian Public Service staff to learn about, experiment with, and use artificial intelligence tools to improve public service delivery.
GovPlace - a secure, whole-of-government collaboration platform provided by the Department of Finance. It gives agencies a supported PROTECTED-level environment with essential tools and applications for collaboration across government.
GovTEAMS - a comprehensive whole-of-government collaboration service for the Australian Public Service.
GovLINK - a secure inter-agency communication service that encrypts all nominated traffic, classified up to the PROTECTED level, between agency internet gateways.
The Parliamentary Document Management System (PDMS) - delivering services to support the management of parliamentary workflow across government.
ABOUT THE OPPORTUNITY
Are you a proactive, customer-focused problem-solver with a passion for helping others? We're looking for motivated Support Officers to join the GovTEAMS and GovPlace teams at the APS 3 and 4 levels. In these frontline roles, you'll assist users across government, helping them navigate and get the most out of the platforms. Your work will play an important part in ensuring smooth operations and delivering a positive, reliable experience for thousands of platform users across GovTEAMS Official and Protected.
As a Support Officer, you have a key role in managing user enquiries, monitoring service queues, supporting onboarding and training, and maintaining accurate documentation. You'll bring strong communication skills, attention to detail, and a commitment to delivering high-quality service.
In this role, you will:
- Monitor and triage incoming service desk tickets daily across unassigned and active queues.
- Regularly check the GovTEAMS inbox and create CRM tickets for service desk related or high-risk requests.
- Provide Level 1 and selected Level 2 support via MS Teams, email, and phone.
- Support users through the GovTEAMS Community and Viva Engage platforms.
- Assist with VIP support and actively contribute to the VIP support MS Teams chat.
- Contribute to planned Product Backlog Item work and sprint activities that enhance service desk operations.
- Support broader GovTEAMS engagement, platform development, and operational initiatives as required.
DETAILED VACANCY INFORMATION
For detailed information about these roles, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.
ELIGIBILITY ADVICE & CANDIDATE NOTES
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
- Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.
- We encourage and welcome applications from Aboriginal and Torres Strait Islander peoples, people with Disability, LGBTQI+ people, people from culturally and linguistically diverse backgrounds and mature aged people.
CONTACT INFORMATION
- For specific questions relating to this job vacancy (including requests for adjustments), please refer to the details on the contact officer located in the downloadable job pack.
- We can provide adjustments, including alternate formats of the application form, to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats or have an enquiry about the support provided, please contact the Recruitment team via or call between 8:30am - 5:00pm AEDT Monday to Friday.
- For questions relating to the online lodgement of your application, please email the Recruitment team via or call between 8:30am - 5:00pm AEDT Monday to Friday.
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