Service Desk Analyst
vor 1 Monat
Application closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra)
Estimated start date: Monday, 13 January 2025
Location of work: ACT
Working arrangements: It is the AEC's preference that this role be performed from the AEC's Office
Length of contract: ASAP until 30 June 2025
Contract extensions: 1x 12 months
Security clearance: Must have Negative Vetting Level 1
Rates: $45 - $55 per hour (inc. super)
With the Australian Electoral Commission (AEC), the Chief Information Officer Division (CIOD) leads and supports a range of projects/programs including, but not limited to, the Modern Workplace Program, Cloud Technology Project, Polling Place Technology Project, and the Election Systems Modernisation Program (Indigo Program).
The Chief Technology Officer 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 Chief Technology Officer Branch is committed to building the agency's 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.
The Service Desk Analyst supports the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities to staff on core business operations and processes, and the resolution of technical ICT problems within the IT Service Operations & Management Section of the Chief Technology Officer Branch, including participating in section planning for short term tasks and work area planning for longer term initiatives.
The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in the area of IT systems and infrastructure, and operational support across a geographically dispersed network.
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. Key Personnel Experience (Mandatory Criteria) Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations. Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network. Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives while contributing to change and business improvement strategies. Demonstrated personal integrity whilst achieving results within legislative and policy parameters. Demonstrated experience in providing high level customer service, delivering a broad range of services; with a strong focus on service delivery, team collaboration, supporting a culture of quality service management, and continuous improvement. Key Personnel Experience (Desirable Criteria) Knowledge and experience in the use of ServiceNow, Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable. Ability to gain an understanding of Australian electoral law and practice. Ability to remain positive and respond to pressure in a calm manner, while committing energy and drive to see that goals are achieved. Confidence and ability to effectively communicate, collaborate and negotiate with team members, business areas and external stakeholders at all levels of seniority. A demonstrated ability to work autonomously and a strong commitment to working harmoniously within a team to achieve positive results and support the AEC's strategic direction. A desire to learn new skills and respond positively to change. HOW TO APPLY Please update your CV to reflect your suitability to this role and provide a 1-page summary of your skills and previous experience to reflect the Mandatory and Desirable Key Personnel Experience.
#J-18808-Ljbffr
-
Service Desk Analyst
Vor 3 Tagen
Canberra, Österreich Atturra Limited VollzeitLocation: Canberra, Australian Capital Territory, AU, 2600Why is this an exciting opportunity?Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies.The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry....
-
Service Desk Analyst
Vor 3 Tagen
Canberra, Österreich Atturra Limited VollzeitLocation: Canberra, Australian Capital Territory, AU, 2600Why is this an exciting opportunity? Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies.The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry....
-
Service Desk Analyst
vor 1 Monat
Canberra, Österreich Cyos Solutions VollzeitApplication closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra)Estimated start date: Monday, 13 January 2025Location of work: ACTWorking arrangements: It is the AEC's preference that this role be performed from the AEC's OfficeLength of contract: ASAP until 30 June 2025Contract extensions: 1x 12 monthsSecurity clearance: Must...
-
Service Desk Analyst
vor 1 Monat
Canberra, Österreich Cyos Solutions VollzeitApplication closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra)Estimated start date: Monday, 13 January 2025Location of work: ACTWorking arrangements: It is the AEC's preference that this role be performed from the AEC's OfficeLength of contract: ASAP until 30 June 2025Contract extensions: 1x 12 monthsSecurity clearance: Must...
-
Service Desk Analyst
vor 2 Monaten
Canberra, Österreich Unisys Vollzeit• 1st Level telephone and other media contact support.• Strive for a high level of first contact resolution.• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.• Accurately document calls and incidents.• Manage time and workload...
-
Service Desk Agent
vor 1 Monat
Canberra, Österreich Datacom VollzeitOur Why Datacom works with organisations and communities across New Zealand and Australia to make a difference in people's lives and help organisations use the power of tech to innovate and grow.About the Role (your why) At Datacom we're committed to developing, retaining, and promoting diverse talent. We want to help you grow your current skills and give...
-
Aps6 Service Desk Team Leader
vor 2 Monaten
Canberra, Österreich Comcare (Australian Government) VollzeitThe Technology and Information Management (TAIM) Unit maintains Comcare's Information, Communication and Technology (ICT) infrastructure and provides strategic leadership, governance, solutions and advice for the effective management of information.Client Services team within TAIM provides a responsive and respectful frontline function for desktop and end...
-
Atturra Limited | Service Desk Analyst
vor 15 Stunden
Canberra, Österreich Tideri Jobbörse VollzeitLocation: Canberra, Australian Capital Territory, AU, 2600 Why is this an exciting opportunity?Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies.The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the...
-
Aps6 Service Desk Team Leader
vor 2 Monaten
Canberra, Österreich Tideri Jobbörse VollzeitThe Technology and Information Management (TAIM) Unit maintains Comcare's Information, Communication and Technology (ICT) infrastructure and provides strategic leadership, governance, solutions and advice for the effective management of information.Client Services team within TAIM provides a responsive and respectful frontline function for desktop and end...
-
Service Desk Team Leader
vor 1 Monat
Canberra, Österreich Datacom VollzeitOnly for Internal Applicants that are currently working on Service Desk Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.Come and develop a meaningful career and thrive in technology!We will support you in your new...
-
Canberra, Österreich Tideri Jobbörse VollzeitAPS5 Senior Service Desk Analyst, Canberra About the roleThe purpose of this role is to ensure the effectiveness and efficiency of IT support services to the ACIC and its external stakeholders.Key responsibilities:Ensure effective IT support services to the ACIC and its external stakeholders. Our ideal candidateTo be successful in this role, you will...
-
It Service Desk Analyst
vor 2 Monaten
Canberra, Österreich Tideri Jobbörse VollzeitResponsibilities: Respond to and resolve customer requests related to software, hardware, and network operations difficulties by providing fast, efficient, and friendly customer service.Accurately document calls and incidents.Manage time and workload to meet predetermined service levels.Maintain data accuracy in our contact management system.Assign incidents...
-
It Service Desk
vor 1 Monat
Canberra, Österreich Efinancialcareers Ltd. VollzeitSeeking an experienced IT Service Desk Analyst to join an established Service Desk / Grants team.Your new companyYour new organisation promotes and protects Australia's international interests to support our security and prosperity.Working with international partners and other countries to tackle global challenges, increase trade and investment...
-
Service Desk Team Leader
vor 1 Monat
Canberra, Österreich Datacom VollzeitOnly for Internal Applicants that are currently working on Service DeskOur WhyDatacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.Come and develop a meaningful career and thrive in technology!We will support you in your new...
-
Senior Service Desk Agent
vor 1 Monat
Canberra, Österreich Datacom VollzeitOnly for Internal Applicants that are currently working on Service Desk About the Role Here's an opportunity to step into a Senior Service Desk Agency role! As a senior analyst, you'll look after tier 2 resolutions being a point of contact to our biggest clients. No two days will be the same as you'll be constantly thinking outside of the box to troubleshoot...
-
Service Management Analyst 3
vor 2 Monaten
Canberra, Österreich Unisys VollzeitService Management Analyst 3Locations: Canberra, ACT, AustraliaTime Type: Full timePosted on: 30+ Days AgoWhat success looks like in this role:Our Service Management team plays an essential role in supporting our client's end users and IT ecosystem. This role supports a wider IT support team including Service Desk and Field Services and will be responsible...
-
Service Management Analyst 3
vor 1 Monat
Canberra, Österreich Tideri Jobbörse VollzeitService Management Analyst 3 Locations: Canberra, ACT, Australia Time Type: Full time Posted on: 30+ Days Ago What success looks like in this role: Our Service Management team plays an essential role in supporting our client's end users and IT ecosystem.This role supports a wider IT support team including Service Desk and Field Services and will be...
-
Aps5 Intelligence Analyst
vor 1 Monat
Canberra, Österreich Tideri Jobbörse VollzeitAbout the roleJoint Agency Operations (JAO) operates within the ACIC's Intelligence Operations Division.JAO is responsible for enabling collaborative intelligence operations against Australia's most significant Transnational Serious Organised Crime (TSOC) targets and is at the forefront of combatting global criminal networks targeting Australia.As TSOC...
-
Service Management Analyst 1
vor 1 Monat
Canberra, Österreich Unisys VollzeitService Management Analyst 1What success looks like in this role:Ensuring effective and rapid response to High Priority and Major Incidents and working within required SLAsManaging the incident and ensuring that all is being done to get the issue resolved while proactively identifying and suggesting possible solutionsCoordinating with resolver groups in...
-
Aps 6 Service Desk Technical Lead
vor 1 Monat
Canberra, Österreich Department Of Veterans' Affairs VollzeitOur ideal candidate will have experience in the day-to-day operation of a technical service desk and be able to manage internal and external stakeholders with a measured approach, focusing on generating outcomes that benefit Open Arms, its staff, external partners and, most importantly, its clients.To facilitate this, we are looking for a technical analyst...
