Senior Customer Support Officers

Senior Customer Support Officers

Cleared Recruitment is excited to be partnering with a key Federal Government Department within the National Intelligence Community. We're currently looking to engage x3 TSPV Senior Customer Support Officers to join a major ICT program supporting critical intelligence and surveillance capabilities across the Defence environment.

These are long-term contract roles based onsite in Adelaide, working on high-impact systems in a fast-paced, secure setting. Due to the nature of the work, TSPV clearance is required, and candidates must be willing to undergo an Organisational Suitability Assessment (OSA).

About the Role

You'll be the front line of user support, assisting staff with IT systems and services while managing incoming requests, provisioning new devices, and resolving faults. As a senior analyst, you'll also contribute to stakeholder engagement, process improvements, and effective issue resolution across the ICT service environment.

Key Responsibilities:

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  Respond to support requests, resolving or escalating issues as required
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  Ensure documentation is clear and accessible for support teams and end users
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  Understand current hardware, software, and organisational IT environments
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  Analyse stakeholder issues, risks, and support trends across the project
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  Provide guidance on vendor products and organisational policies
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  Maintain strong working relationships across technical and project teams
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  Communicate service issues to customers with professionalism and clarity
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  Use initiative to resolve problems and suggest solutions to complex issues
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  Support delivery of ongoing ICT support tasks as needed

Our Ideal Candidate Has:

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  Experience in a senior customer support or ICT service desk role
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  Strong problem-solving, analysis, and communication skills
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  Proven ability to support desktop environments and user queries
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  Solid understanding of service management processes (e.g. ITIL)
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  Industry-recognised IT certifications or relevant qualifications
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  Ability to thrive in secure, high-tempo government environments

Security Requirements:

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  Must be an Australian Citizen
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  Must hold a current TSPV security clearance
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  Must be willing to undergo an Organisational Suitability Assessment (OSA)

Contract Details:

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  Initial 12-month contract with two 12-month extension options
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  Start date: 1 August 2025
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  Work location: Onsite, Adelaide - five days per week
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  Work hours: Up to 40 hours per week

Interested?

If you're a proven support analyst with a passion for high-stakes work in secure environments, contact Daniel today:
0424 906 007

www.clearedrecruitment.com.au

At Cleared, we provide tailored recruitment solutions for individuals seeking their next opportunity and organisations searching for talent within Defence, Intelligence, and National Security.