Service Desk Analyst

3 weeks ago

Canberra, Australia Recruitment Sorted Full time

Location: ACT
- Security Clearance: Must be able to obtain Negative Vetting Level 1
- Applications Close: 9am Thursday 09 February 2023

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 AEC Service Operations Section of the Digital Technology Branch, including participating in section planning for short term tasks and work area planning for longer term initiatives.

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.

The role will be responsible for, but not limited to:

- Undertake and administer support for staff in the AEC's National Office; Canberra City ACT and other AEC locations as required across the country by providing consistent, professional and timely support and guidance to staff on program and IT areas.
- 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 to ensure consistency and compliance of service.
- 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, including the escalation of more complex issues to management and

technical teams as required.
- Conduct administration, scrip, and access management tasks where required. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the AEC and service delivery improvement.
- Conduct investigations for troubleshooting, research and analysis to obtain

evidence based conclusions and assist in the management, preparation and

coordination of policy or procedure formulation and/or project management.
- Develop and maintain key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations. Represent the agency at meetings, conferences and seminars.
- Provide accurate specialist advice, guidance and reporting on team functional

responsibilities.
- Make and communicate decisions using good judgement, expertise and

knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.
- Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities.
- Perform additional duties or assume responsibility of functions as directed from time to time.

**Security clearance requirements**:
**Why work with Recruitment Sorted?**
Our team have been working in IT Contracting for more than 20 years.

We put people and trust at the forefront of everything we do.

We offer rate transparency.

We don’t have restriction clauses.

**Ready to apply? Applications Close: 9am Thursday 09 February 2023**
- Recruitment Sorted is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged._

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