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Service Desk Analyst

2 months ago

Canberra, Australia IT alliance Australia Full time

**Role: Service Desk Analyst - 17399**

**Client:Australian Electoral Commission**

**Start Date**:31-03-2023

**Location of work**:Canberra

**Length of contract**:06 months

**Contract extensions**:12 months extension

**Security clearance**:Australian Citizen

**Overview: Requirements**:
**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.

**Additional responsibilities during an Electoral Event**:

- The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events. There will be a requirement for work outside standard business hours during an electoral event period.

**About the Branch**:
The Digital Technology Branch is committed to building the agency’s information technology capability by providing resilient, modern, and secure systems informed by data and insights, and to upskill teams to develop innovative new products and services.

**Job Type**: Contract
Contract length: 6 months

**Salary**: $800.00 per day

Schedule:

- 8 hour shift
- Day shift

Application Question(s):

- Are you an Australian Citizen?

Application Deadline: 11/02/2023

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