LIKELY QUESTIONS

- Can you walk us through your training and any hands-on experience that prepares you for an ICT Assistant III role focused on hardware support, troubleshooting, and user assistance?
- How would you diagnose and resolve a desktop or laptop that is not connecting to the network?
- Describe the steps you would follow when setting up and configuring new ICT equipment for a staff member.
- What approach would you use to provide user support to a non-technical employee who is frustrated by a recurring IT issue?
- How have you handled ICT asset tracking or inventory management, and how would you ensure the ICT inventory register remains accurate?
- If several users report technical issues at the same time, how would you prioritize and manage the requests?
- What information would you include in a maintenance report after repairing or servicing ICT equipment?
- Why do you want to work for the Water Resources Authority, and what interests you about supporting ICT operations in a public sector environment?

BEHAVIOURAL QUESTIONS

- Tell us about a time you solved a technical problem with limited supervision.
Model approach: Situation - Briefly describe the fault and context, such as a printer, PC, or connectivity issue during school, attachment, or internship. Task - Explain you were responsible for restoring service quickly. Action - Describe how you gathered symptoms, checked basic causes, tested possible fixes, documented what worked, and escalated only if necessary. Result - State the issue was resolved, downtime reduced, and you learned a repeatable troubleshooting method.

- Give an example of when you supported a user who had little technical knowledge.
Model approach: Situation - Mention a user who struggled with email, login, printing, or software use. Task - Your goal was to solve the issue and help the user become more confident. Action - Explain how you stayed calm, used simple language, demonstrated the steps, confirmed understanding, and followed up later. Result - The user was able to continue working and needed less support on the same issue afterward.

- Describe a time when you had to manage multiple tasks or support requests at once.
Model approach: Situation - Outline a period with competing ICT requests, such as device setup, troubleshooting, and reporting deadlines. Task - You needed to keep services running while meeting timelines. Action - Explain how you assessed urgency, prioritized business-critical issues, communicated expected timelines, and tracked progress. Result - Key tasks were completed on time, urgent users were helped first, and no request was ignored.

- Tell us about a time you identified a process improvement in ICT support or equipment management.
Model approach: Situation - Refer to a gap such as poor asset records, repeated faults, or inconsistent setup procedures. Task - You wanted to improve accuracy or efficiency. Action - Describe creating a checklist, updating records, labeling devices, standardizing setup steps, or improving reporting. Result - Errors reduced, equipment became easier to track, and support work became faster or more organized.

SMART QUESTIONS TO ASK

- What are the most common ICT support issues currently faced across the Authority, and what would success in this role look like in the first 6 months?
- How is the ICT support function structured, and how does this role interact with systems administration, networking, and end users in different departments?
- What tools or systems are used for helpdesk ticketing, inventory management, and maintenance reporting?
- What training or mentorship is available for entry-level officers to build skills in hardware support, systems administration, and public sector ICT operations?
- Are there any upcoming ICT infrastructure upgrades or digital transformation initiatives that this role would help support?

RED FLAGS TO WATCH FOR

- Vague expectations about workload, such as being responsible for all ICT issues without clear supervision, ticketing processes, or prioritization guidelines.
- No clear training, onboarding, or tools for an entry-level role, despite expectations to handle hardware, user support, reporting, and configuration independently.
- Signs of chronic underinvestment in ICT, such as outdated equipment, poor asset records, repeated emergency fixes, or unclear maintenance procedures.