LIKELY QUESTIONS

- Can you walk us through your degree background and any practical experience that prepared you for ICT support and systems administration work?
- How would you diagnose and resolve a situation where multiple users report that their computers cannot access the network or shared resources?
- What steps would you take when monitoring ICT hardware and reporting faults to ensure nothing is missed?
- Describe your experience configuring computers, printers, scanners, or other peripherals for users in an office environment.
- How would you maintain accurate software licensing records and ICT equipment registers in a public sector organization?
- Tell us about a simple computer program, script, or automation task you have written and how you tested it.
- How would you support and train non-technical users who are struggling to adopt a new system or digital process?
- This role involves preparing maintenance reports. What information would you include in a good ICT maintenance report and why?

BEHAVIOURAL QUESTIONS

- Tell us about a time you solved a technical problem under pressure.
Model approach: Situation - A critical device, network connection, or user workstation failed during an important activity. Task - Restore service quickly while minimizing disruption. Action - Explain how you gathered symptoms, prioritized likely causes, tested systematically, communicated updates to the user, and escalated only when necessary. Result - Service restored, downtime reduced, and lessons documented for future prevention.

- Describe a time you had to help a non-technical user understand or use technology.
Model approach: Situation - A user or team was unable or unwilling to use a system, application, or device. Task - Enable them to perform their work confidently. Action - Broke the issue into simple steps, used clear language, demonstrated the process, checked understanding, and provided a quick guide or follow-up support. Result - User became independent, errors reduced, and adoption improved.

- Give an example of when you had to keep accurate records or documentation.
Model approach: Situation - You were responsible for tracking assets, software, repairs, tickets, or project updates. Task - Ensure records were complete, accurate, and up to date. Action - Used a structured log or register, captured key fields consistently, updated entries promptly, and reviewed for accuracy. Result - Better accountability, easier reporting, and faster decision-making.

- Tell us about a time you worked with others to complete a technical task.
Model approach: Situation - You were part of a team handling support, deployment, maintenance, or a class/project assignment. Task - Contribute effectively while meeting timelines and quality expectations. Action - Clarified roles, communicated progress, shared troubleshooting findings, supported teammates, and focused on the common objective. Result - Task completed successfully, teamwork strengthened, and stakeholders satisfied.

SMART QUESTIONS TO ASK

- What are the main ICT systems, infrastructure, and support tools this role will work with in the first six to twelve months?
- How is success measured for an ICT Officer II in this department, especially during the first year?
- What are the most common ICT support issues currently faced by staff, and where would you want the new officer to add value quickly?
- How are asset management, software licensing, and maintenance reporting currently handled, and are there any improvement initiatives underway?
- What mentorship, training, or certification support is available for entry-level ICT staff as the Authority advances its digital transformation goals?

RED FLAGS TO WATCH FOR

- Vague answers about tools, systems, reporting lines, or priorities, which may suggest poor structure or unclear expectations for the role.
- Signs that one officer is expected to handle everything alone without escalation paths, documentation, or adequate support resources.
- Lack of clarity on training, onboarding, or equipment inventory and licensing controls, which may indicate weak ICT governance.