Marwan Saour

• Undertaking visa related casework (assess the applications, investigate, and decide) for nomination or refusals.
• Applying the relevant legislation and policy to make lawful and fair decisions in accordance with the relevant guidelines and NSW criteria.
• Preparing recommendations on visa applications for senior staff based on research and well-established policy and practices.
• Supporting risk management strategies and integrity standards in visa processing, including by maintaining knowledge of risk profiles and indicators in caseloads and reporting integrity concerns and trends
• Investigating the integrity of documents and other information in connection with visa applications
• Coordinating and monitoring incoming and outgoing email correspondence and mail
• Maintaining records, including, but not limited to, client files and financial records.
• Organising and taking responsibility for own workload, working cooperatively and harmoniously to deliver services to clients in accordance with the client service charter standards and program outcomes.
• Contacting clients and requesting additional information to support visa applications when required.
• Respond to inquiries/complaints from Visa applicants and/or their agents.
• Providing administrative, operational or systems support to work areas and senior staff.

• Provide first level system and application support to users either phone/email, ticketing systems or internal communications.
• Assisting in troubleshooting, undertake diagnosis and resolution of technical problems and errors.
• Prepares and maintains image and imaging software. Maintain an inventory of all components and equipment in DFAT asset frame.
• Undertake DFAT systems administration, including but not limited to: creating users, resetting passwords, setting up shared folders, installation of printers and peripheral devices.
• Submitting orders to purchase ICT equipment and undertaking asset management and stock takes for ICT, security and post assets and arrange for the disposal of ICT equipment.
• Maintain list of ICT portable items
• Maintain ICT budget records
• Responding and reporting in a timely manner to service issues and requests.

Providing

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Built, repaired and installed computer-related hardware based on deployment procedures.
• Created and terminated user's accounts from start to finish in business applications, and assigned permissions as required.
• Installed and configured operating systems and applications.
• Oversaw daily performance of computer systems and immediately responded to connections issues to keep network up and running.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.