M04 - Helpdesk Support Engineer

Role Overview

We are seeking an ICT Operations Support resource to support the operational takeover and steady-state management of enterprise ICT platforms, mobile services and related services.

The role will provide continuity across multiple stakeholders, drive day-to-day operational follow-through, maintain service and funding visibility, support service management continuity, oversee mobile and device operations, and coordinate service improvements and security-conscious operating models for different user populations.

Key Responsibilities

Portfolio Operations, Funding and Service Management

• Review current IT processes, structures, and ways of working to understand how well they support business needs.
• Manage and track subscriptions, billing, cost recovery, funding, procurement / logistics interfaces, utilisation and payment reconciliation.
• Maintain the operational picture for service requests, quotas, migrations, lease extensions, outstanding actions and key dependencies.
• Coordinate service teams, Service Reps, Finance/Funding, Procurement and other supporting parties to drive actions to closure.

Technical Service Management Operations and Continuity

• Gather and document key assumptions that will guide IT improvements.
• Coordinate day-to-day service management activities and interfaces covering subscriptions, billing, service requests, quotas, site operations and escalation.
• Track staffing, contract, funding, security clearance and understudy / replacement arrangements to mitigate transition risk plans for moving from current to future state.

Mobile and Device Operations

• Oversee mobile service procurement, demand, device/account mapping, configuration, onboarding, handover, replacement, reassignment and termination.
• Maintain accurate device, subscription and user entitlement records and coordinate resolution of operational issues.

Service Flexibility and Security Controls

• Support exploration of differentiated operating models for different target audiences, including eligibility, approvals and provisioning arrangements.
• Coordinate assessment of proportionate security controls for different user populations, including temporary staff and the feasibility/governance of MAC-based access or whitelisting controls where applicable.

Governance, Documentation and Improvement

Maintain action / decision trackers, SOPs, RACI matrices, process flows and the Operations Handbook / Handover Pack.

Identify gaps and improvement opportunities and coordinate implementation with the relevant service, security and technical owners.

Requirements & Qualifications

Educational Qualification & Experience

• Experience in public-sector or large-enterprise ICT environments.
• 8+ years of experience with enterprise service models, shared services or vendor-managed ICT services.
• Working knowledge of complex enterprise ICT operating environments is advantageous.

Technical & Professional Competencies

• Understanding of ICT service delivery, operations, service management and vendor management.
• Familiarity with asset / device lifecycle management, endpoint provisioning, software baseline controls and access-control concepts.
• Ability to work with funding, billing, subscription, asset and service records and reconcile operational dependencies.

Soft Skills & Communication Attributes

• Strong coordination, analytical and problem-solving skills with disciplined follow-through.
• Excellent written and verbal communication and stakeholder facilitation skills.
• Strong documentation, process visualisation and action-tracking capability.
• Ability to communicate operational and security considerations clearly to both service and non-specialist stakeholders.