Help Desk Engineer

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, AOR / WBS 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 Client, EUSS, TSMs, Service Reps, Finance/Funding, Procurement and other supporting parties to drive actions to closure.

Technical Service Manager (TSM) Operations and Continuity

Gather and document key assumptions that will guide IT improvements

Coordinate TSM day-to-day activities and interfaces covering subscriptions, billing, service requests, quotas, site operations and escalation.

Track TSM staffing, contract, funding, security clearance and understudy / replacement arrangements to mitigate transition risk plans for moving from current to future state

COMET Mobile and Device Operations

Oversee COMET Mobile 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 COMET 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 experience with Government-related service models, shared services or vendor-managed ICT services.

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