Service Desk Analyst
Softtestpays
- Canberra, ACT
- Permanent
- Full-time
- Contract start 31 March 2023 To 6 months, 1 x 12 months extensions.
- Australian Citizen, Ability to obtain NV1 Clearance, Canberra role.
The role will be responsible for, but not limited to:
Assist AEC staff via phone, email, remote and onsite support with faults, issues, incidents and service requests within an ITIL framework. Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
Undertake and administer support for staff in the AEC's National Office; Canberra City ACT and other AEC locations as required across the country by providing consistent, professional and timely support and guidance to staff on program and IT areas.
Provide on-call support after hours on a rostered basis.
Determine software and hardware requirements to provide solutions to problems. Install and configure software and hardware, and repair and replace peripheral equipment.
Ensure all service support knowledgebase and artefacts, and policies and procedures are followed at all times to ensure consistency and compliance of service.
Assist in the development and updating of knowledgebase articles, and standard operating processes and procedures.
Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
Conduct administration, scrip, and access management tasks where required. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the AEC and service delivery improvement.
Conduct investigations for troubleshooting, research and analysis to obtain evidence based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.Develop and maintain key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations. Represent the agency at meetings, conferences and seminars.
Provide accurate specialist advice, guidance and reporting on team functional responsibilities.
Make and communicate decisions using good judgement, expertise and knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.
Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities.
Perform additional duties or assume responsibility of functions as directed from time to time.
Additional responsibilities during an Electoral Event
The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events.
There will be a requirement for work outside standard business hours during an electoral event period.2. About the Branch
The Digital Technology Branch delivers a range of ICT services to the agency including infrastructure, application development and communications. ICT services are delivered
through a select sourcing model, with a mixture of in-house and outsourced resources.The Digital Technology Branch is committed to building the agencys information
technology capability by providing resilient, modern, and secure systems informed by
data and insights, and to upskill teams to develop innovative new products and services.Every application requires to address selection criteria as part of application submission
- Response to the Selection Criteria, please include one-page summary (maximum 500 words)