• 12+12 Month Federal Government Contract position
• Opportunity to obtain a Baseline Clearance
• Hybrid working from Parramatta location (some WFH)

Position Description
The APS 4 Service Desk Officer provides first and limited second level incident and request support for our Federal Government Clients’ staff. This position provides high quality service support to staff across Australia as well as assisting the level 2 support teams.

Position Duties

• Capture demand for incident resolution and service requests. 
• Escalate appropriately to relevant teams, internally or externally.
• Provide effective first and limited second level IT support and assistance to Commission staff.
• Use the Service Management tool to record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
• Adhere and conform to the ICT Service Desk Key Performance Indicators ensuring that service level standards are met.
• Coordinate with team members and other ICT support areas to provide resolution of issues, including the escalation of more complex matters to technical teams and management as required.
• Identify opportunities to expand own knowledge and technical skill and seek out others’ expertise.

Key Relationships

• Working with ICT colleagues and service providers.
• Reports to Service Desk Manager.

About you

• Strong communication and interpersonal skills with ability to build and maintain productive working relationships with Commission Staff and within the team
• Strong attention to detail, analytical and problem-solving skills including ability to prioritise tasks
• Empathetic and a can-do attitude
• Ability to work collaboratively
• Willingness to learn
• Eligibility for baseline security clearance

Desirable qualifications or experience

• Relevant qualifications in ICT and/or equivalent experience
• Experience in a Microsoft environment
• Experience with Windows 10 and iPhones
• Experience with an ITSM ticketing tool
• Experience working in government/public sector

To apply for this postion please contact Jon at Recruitment Hive on 02 6299 1006 or click the apply button to send your CV and interest.

Job ID JB9311 closes on Friday 10th May at Midday.