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Service Desk Analyst

3 months ago

Belconnen, ACT, Australia Australian Bureau of Statistics Full time
starting salary $68,122 (plus 15.4% super)

  • Adelaide location
- temporary contract (full-time hours) for six months


The Australian Bureau of Statistics (ABS) is seeking to recruit a
Service Desk Analyst to work in our Adelaide office.

This is a temporary position (full-time hours) for six months at the APS 4 classification level.

About the role
Service Desk Analysts assist staff over the telephone with urgent queries and requests.

They provide support, education and guidance in relation to various computer infrastructure, the diagnosis and resolution of technical issues and also assist with various HR related matters i.e., pay and leave entitlements, travel, corporate credit cards and finance queries.


The role of the Service Desk Analyst is to provide a consistent point of contact to assist clients to resolve queries related to their day-to-day operations.

There is a requirement to start at 8.00 a.m. in the Adelaide Office, to cater for the Eastern Standard Time operating hours of 8.30 a.m p.m.

As an APS 4 Service Desk Analyst, you will be required to:

  • work to a roster answering phones calls from a queue and managing a ticket workload
- provide high quality customer service to ABS staff and members of the public
- provide Level 1 IT support as well as assisting staff with HR queries e.g. pay and leave entitlements, travel and credit card queries and other HR related matters
- use investigatory skills to determine the nature of a call while building rapport with the client
- follow and document prescribed procedures
- coach and train newer and less experienced members of a small team, where appropriate
- perform additional tasks as required from time to time by the Operations Manager.

About the business area


We also manage the Knowledge Library, a collection of thousands of Knowledge Articles providing how-to information to facilitate self-help and the fast resolution of issues.


What we are looking for
To be suitable you should have most or all the following skills, qualities, and experience:

  • client focus with proven interpersonal and communication skills and ability to work in a team
- high level organisational skills including time management and the ability to prioritise work
- demonstrated lateral thinking and problem-solving skills
- great attention to detail and analytical skills
- ability to demonstrate initiative, motivation and a positive work ethic
- ability to identify opportunities and contribute ideas to improve business processes
- experience in customer service essential
- experience working in a level 1 service/help desk role desirable but not essential.

How to apply
You will need to upload your current resume and submit a statement in response to the following:

  • Please describe what skills and experience you have which are relevant to the role of a Service Desk Analyst._
For further information about this position, please read the attached