Ict Operations Support Analyst

2 weeks ago

Canberra, ACT, Australia Kinexus Australia Full time

ABOUT THIS ROLE
ICT Operations Support Analyst - RFQ-ASD SOW - Original


The Australian Signals Directorate (ASD) is a vital member of Australia's national security community, working across the full spectrum of operations required of contemporary signals intelligence and security agencies: intelligence, cyber security, and offensive operations in support of the Australian Government and Australian Defence Force (ADF).

Technology Services Branch (TS) resides in the Enterprise Technology (ET) Division within ASD. TS branch focuses on the delivery of enterprise products and services to ASD and external customers. TS Branch aims to establish a culture of service excellence through centres of expertise across key functional areas.

To support the 24/7 ICT Operational environment, a supplemented skilled workforce is required.

Due to resource strain on existing staffing levels procuring additional skilled resources will ensure timelines are met, with mínimal impact to the customer base.


As such the following resource has been identified to fill the required skills gap and are expected to support Service Delivery within TS Branch, Enterprise Hub Operations.

The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 4 (LOR 4)

ABOUT THE COMPANY
Australian Signals Directorate (ASD) is the federal agency responsible for foreign signals intelligence, cyber warfare and information security. ASD's purpose is to defend Australia from global threats and help advance our national interests.

Situated in Canberra, ASD employs over 2000 TSPV cleared workers. ASD's workforce is growing rapidly. Areas of growth include PMO, cyber security, systems administration and engineering, software development and network engineering.

A top-security, complex and highly technical environment, ASD plays a vital role in the defence of Australia. Long contracts (12 months+) available.

KEY RESPONSIBILITIES

  • Handle incoming enquiries and fault reports (including system faults) via service delivery channels. Collect performance data.
  • Assist with development, research and evaluation of service outputs. Document reported issues and communicate with the customer/system owner to establish the severity and urgency of the fault. Identify steps to resolve the issue or provide a suitable workaround to the customer while further investigation occurs. Escalate issues and give briefings to staff members, and management, as required.
  • Consult external support staff to assist with troubleshooting faults and promptly allocate unresolved issues to the responsible support team.
  • Provide regular updates to the customer by monitoring the progress of the fault resolution.
  • Provide input into the development and improvement of knowledge articles and Standard Operating Procedures.
  • Conduct activities such as Data Transfers and account creation as per Policy and Procedures.
  • Provide training and assistance to staff across teams.

SKILLS & EXPERIENCE NEEDED

  • Have a sound understanding of service management frameworks such as ITIL.
  • Sound technical knowledge, with the ability to troubleshoot incidents. Experience managing Microsoft Active Directory objects and Microsoft Windows technologies Office products is advantageous.
  • Sound technical knowledge, including RED HAT Enterprise and/or other UNIX/Linux based Operating systems (desirable)
  • Administration tasks, such as staff rostering.
  • Excellent customer service skills.
  • Australian Citizenship and a TSPV security clearance is essential.

BENEFITS
Why work for ASD?

  • Work on interesting and prestigious projects vital to the ongoing defence of Australia.
  • Flexible work environment; work the hours that suit you between 7am and 7pm.
  • Low attrition rate: the great variety of projects and opportunities across different business areas ensure few workers leave ASD.
  • 12 or 24 month contracts available.
  • Fantastic growth opportunities available at any stage of your career.
Why Kinexus?

  • Kinexus has been supplying TSPV contractors to ASD since 2004 and have a strong relationship with them. We are one of just 9 suppliers Australiawide.
  • Our experience in managing contractors in defence/national security industries means we understand the requirements from the Commonwealth, insurances and clearances.
  • DISP accredited; we can hold clearances and manage renewals.
  • Dedicated account manager (me) who is your dedicated POC and offer continuous contractor care.
  • Rate negotiation guidance in line with the SFIA framework.
  • Dedicated payroll assistant who facilitates your taxes and super.
  • We proactively chase timesheet approvers to ensure you get paid ontime and error free.
  • Regular visits to Canberra for coffee, lunches and quarterly drinks events.
  • We can facilitate novated car leases, LAFHA or salary sacrifice.
  • We'll keep you up to date with the most appropriate, interesting opportunities in your field.
  • Community matters. Kin

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