Service Desk Agent

7 months ago

Canberra, Australia Department of Employment and Workplace Relations Full time

APS Level 3
- Canberra, ACT
- $69,863 - $72,767

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**The Role**
The Service Desk Team provides support services to staff in the Department of Employment and Workplace Relations, client agencies, their Ministers and Assistant Ministers by being the first point of contact for information and assistance with IT and corporate services.

We provide support services for the following:

- Accessing the IT network and resources
- Telephony/VoIP and Mobile Services
- Switchboard.

The team delivers its services by:

- Being the first point of contact
- Managing Incidents and Requests
- Promoting service automation and self-service where appropriate
- Ensuring services are provided in the most effective and efficient way.
- Striving for excellence in customer service
- Caring for our staff
- Providing after-hours support

**The Service Desk **operates** from 7 am to 7 pm, Monday to Friday on a rotating roster.**

**Duties and Responsibilities**
This is a high pressure/high workload environment, and we are looking for someone who is experienced in, or can learn the following:

- Providing technical support for a range of hardware, software, and peripherals.
- Managing incidents and allocating unresolved calls.
- Allocating and managing Smartcards and building access.
- Managing requests and providing support for VoIP and telephone services.
- Providing timely, accurate and appropriate responses to customer queries.
- Maintaining a professional polite, respectful, and positive disposition.
- Being firm and fair when saying no or disagreeing.
- Recording details clearly and accurately using appropriate tools.
- Actioning online requests for access and accounts as appropriate.

**Qualifications and Education**
- Ability to obtain and hold a Security Clearance at the NV1 level.
- Experience working in a call centre environment.

**How to Apply**
Applicants are required to provide up to a two-page summary (no more than 1000 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window

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