IT Service Desk

3 weeks ago

Canberra, Australia Australian Secret Intelligent Service Full time

2024 Technologist Campaign

ICT Service Desk

Level 4 - 6 ($89,990 - $124,099)

ASIS is Australia’s overseas secret intelligence collection agency. Its mission is to protect and

promote Australia’s vital interests through the provision of intelligence services as directed by the

Australian Government. Its work can involve collecting intelligence relating to national security,

international relations and economic issues. It also contributes to Australia’s coordinated national

efforts against terrorism, proliferation of weapons of mass destruction, and trans-national issues

such as people smuggling.

ASIS employs people in a wide range of roles, including technologists. These roles require dynamic

team players who enjoy working with stakeholders, team members and individually on projects.

ASIS is looking for people who will be able to meet tight deadlines and work to support ASIS

verbal and written communication skills; and, strong stakeholder engagement and influencing

skills. Relevant tertiary qualifications and demonstrable experience will be highly regarded.

ASIS values workplace diversity and is committed to providing a supportive, inclusive and

People, women, people with disabilities, people that identify as LGBTIQ+ and people from culturally

and linguistically diverse backgrounds.

We offer a competitive salary package including 22 days annual leave, shutdown between

Christmas and New Years Day, 15.4% employer superannuation contribution, access to flex time

(up to Level 6 only) and generous paid parental leave. Full and part time positions as well as flexible

work hours can be negotiated.

All positions are office-based and located in Canberra. This role requires the successful applicant

to obtain and maintain a Security Clearance.

Role: ICT Service Desk (L4, 5 and 6 )

Our ICT Service Desk team are dedicated to delivering exceptional services to our stakeholders

and ensuring their technology needs are met efficiently and effectively. You will be a key resource

supporting the corporate desktop environment using your initiative to provide quality customer

service for problem solving, advice and support. The work is dynamic with phone, in person and

onsite support for customers and includes opportunities to work directly with technical specialist

teams on resolving complex issues, performing upgrades and delivering projects. These

experiences will grow your skill set creating pathways to build a successful IT career.

Key Responsibilities and Tasks

manner

Diagnose and troubleshoot technical issues related to hardware, software, and network

connectivity

Provide step-by-step guidance to customers on resolving technical problems

Collaborate with our technical support team to escalate and prioritize complex issues

Maintain accurate records of customer interactions, issues, and resolutions in our ticketing

system

Assist in customer onboarding and training on our ICT solutions

Proactively identify opportunities for improving customer satisfaction and service quality

Core Skills / Education, qualification and experience requirements
While there are no mandatory requirements for these roles, a blend of the following skills and

experiences will be highly regarded:
Demonstrated customer service experience

A positive approach when finding solutions for complex issues

Ability to prioritise to meet operational requirements

Excellent written communication skills for documenting issues and processes

Experience in desktop support, incident or problem management

Knowledge of, or certification in, IT Service Management certification (ITIL)

Ability to work independently

Ability to follow documented processes

Proficiency in using service delivery tools to manage tasks and track progress

Selection Criteria

capabilities for the position.

Supports Strategic Direction

Supports shared purpose and direction;
Thinks strategically;
Harnesses information and opportunities; and

Shows judgment, intelligence and common sense.

Achieves Results
Identifies and uses resources wisely;
Applies and builds professional expertise;
Responds positively to change; and

Takes responsibility for managing work projects to achieve results.

Supports Productive Working Relationships
Nurtures internal and external relationships;
Listens to, understands and recognises the needs of others;
Values individual differences and diversity; and

Shares learning and supports other.

Displays Personal Drive and Integrity

Demonstrates public service professionalism and probity;
Engages with risk and shows personal courage;
Commits to action;
Promotes and adopts a positive and balanced approach to work; and

Demonstrates self-awareness and a commitment to personal development.

Communicates with Influence
Communicates clearly;
Listens, understands and adapts to audience; and

Negotiates confidently.

Job Specific Requirements

Demonstrated experience and education relevant to the role.

HOW TO APPLY

Applicants

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