Service Desk Analyst
vor 3 Wochen
Application closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra)
Estimated start date: Monday, 13 January 2025
Location of work: QLD
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.
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.
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.
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.
Conduct administration, scripting, and access management tasks where required.
Conduct investigations for troubleshooting, research and analysis to obtain evidence-based conclusions.
Develop and maintain key internal and external relationships.
Represent the agency at meetings, conferences and seminars.
Provide accurate specialist advice, guidance and reporting on team functional responsibilities.
Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework.
Perform additional duties or assume responsibility of functions as directed.
Key Personnel Experience (Mandatory Criteria)
Knowledge and experience in successfully setting priorities and delivering quality results on time.
Proven ability to communicate effectively whilst responding to stakeholder needs.
Analytical abilities with the ability to obtain accurate conclusions.
Demonstrated personal integrity while achieving results within legislative and policy parameters.
Demonstrated experience in providing high level customer service.
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.
Ability to gain an understanding of Australian electoral law and practice.
Ability to remain positive and respond to pressure in a calm manner.
Confidence and ability to effectively communicate, collaborate and negotiate with team members.
A demonstrated ability to work autonomously with a strong commitment to working harmoniously within a team.
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.
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