Service Desk Analyst

2 months ago

Canberra, Australia Peoplebank Full time

Location:
- Canberra- Job Type:
- Contract- Posted:
- 1 day ago- Contact:
- Maria Lastierre- Discipline:
- General IT
- Reference:
- 257124Our Federal Government Client is looking for a** Service Desk Analyst **to support 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 Client's 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.

This is a** initial 6-month contract with possible 6-month contract extension option**. The location of work is in the Client's Nationa Office in Canberra (no remote or hybrid, fully on site).

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 Client's National Office; Canberra City ACT and other Client 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.

**Key Personnel Expertise**

**Mandatory**
- Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
- Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

**Desirable**
- Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.
- Ability to gain an understanding of Australian electoral law and practice. Work, Health and Safety

NOTE: Applicants will be required to comply with the Client's WHS policies and standards including the Client's COVID Vaccination policy.

The closing date for this role is on **Wednesday, 02 August, 2023**.

Expression of Interest for other** Service Desk Analyst** roles will remain open until **30 August, 2023.**
- Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply._

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