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Ict Service Desk Analyst
4 months ago
**Job Details**:
**Job Title**: ICT Service Desk Analyst
**Employment Type**:Ongoing
**Classification**: PSL 4
**Closing Date**: 11:30pm AEST, Tuesday, 30 May 2023
**The Opportunity**:
- The Department of Parliamentary Services (DPS) is recruiting for several PSL 4 ICT Service Desk Analysts within the Digital Customer Services Branch.
- The ICT Service Desk provides first level ICT support services to Parliamentary Computing Network users in Australian Parliament House and Electorate Offices.
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**Who we are looking for**:
a commitment to delivering quality customer service skills and technical skills.
- ICT knowledge and support skills.
- an ability to follow complex issues through to completion.
- experience working in a first level IT support role.
- excellent communication skills.
**Job Specific Requirements**:
- Ability to work 7.5 hour rostered shifts within a specified time period, currently 7:30am to 8:00pm and perform on-call duties.
- The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.
**Duty Statement**:
**Classification**:PSL 4
**Branch**:Digital Customer Services Branch
**Section**:ICT Service Delivery
**Immediate supervisor**:ITIL Service Delivery Manager
- Under limited/general direction undertake duties in accordance with the agreed standards for the PSL 4 classification. The duties will include, but are not limited to, the following:
- Provide dedicated VIP support for parliamentarians and departmental SES.
- Provide on-call technical support.
- Understand, respond to and resolve client enquiries and escalate as required.
- Monitor requests through to resolution.
- Provide technical consultancy advice and assistance relating to computing and mobile technologies including Windows 10 and 11, Microsoft 365, Azure, Intune and iOS devices.
- Contribute to documentation including Standard Operational Procedures, and Knowledge Base articles.
- Manage the Service Desk work queue in the IT Service Management tool.
- Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice._
**How to apply**:
- Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.
- Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.
**Our purpose and values**:
- We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.
- Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace.
- Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences - all made possible by our people, who are active participants in an environment where no two days are the same.
**What we can offer**:
- Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:
- access to flexible work arrangements
- ongoing opportunities to learn and develop new capabilities
- a competitive remuneration package
- free secure underground parking
- free gym membership and access to recreational facilities
- on-site childcare, banking services, post office, value-for-money dining options and more.
**Salary**:
- Currently, the salary range for this position is $74,730 - $81,202 per annum.
**Conditions of Employment**:
- _Parliamentary Service Act 1999_ which include:
- **Australian citizenship** - to be eligible for employment with DPS, applicants must be an Australian Citizen.
- **Security clearance and character clearance** - the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
- **Health assessment** - a pre-employment health assessment will be required where there are physical or medical requirements for the
