Desktop & Mobility Support Officers

6 months ago

Canberra, Australia Australian Federal Police (AFP) Full time

EMPLOYMENT TYPE - Ongoing Full time

LOCATION - ACT; NSW; QLD; SA; VIC; WA

AFP BAND & SALARY - Band 04, $80,821.00 - $95,010.00

JOB REFERENCE NUMBER - 12717

This advertisement is to fill current vacancies and create a merit pool for future ongoing or non-ongoing vacancies arising over the next 12 months.

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.

We recognise your contribution to our workforce and offer generous remuneration and conditions including:
Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
4 extra mandatory leave rest days per year
18 days of paid personal leave per year
Generous superannuation of 15.4%
16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
Flexible and hybrid working arrangement that provides work/life balance
Health & wellbeing services - with a focus on early intervention, education and prevention
Access to ongoing training and professional development opportunities
What is the role?

The AFP's End User Support team is seeking suitably experienced applicants to be considered for Team Member roles in Desktop & Mobility Support at national locations. End User Support team members provide critical integrated, secure and effective information and communications systems and services to the AFP.

End User Support supports the management of the AFP appointees, resources and business activities.

**This work may include**:
Providing a high level of customer service through accurate and timely advice and assistance to system users
Addressing customer support requests and following up to ensure timely and satisfactory resolution
Ability to travel interstate to national locations within the Australian Federal Police
Participating in equipment moves, adds and changes
Procuring, provisioning, configuring and setting up equipment; ensuring proper functionality and connectivity of all devices
Engage and collaborate with internal and external stakeholders on projects

Your role will involve collaboration with other teams and external vendors. You must demonstrate excellent communication and interpersonal skills and be a team player, eager to work together and exchange information whilst providing quality service to AFP staff. Your experience working in a large and complex environment, along with your self-driven and highly motivated attitude, will help you to succeed in this role.

You will also be required to contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments. It is expected that the successful applicant will deliver on the core responsibilities and meet any requirements of the position as outlined below.

What will you do?

The successful applicant will be a highly motivated individual who is able to work effectively in a busy and demanding environment. Day to day you will:
Competently process incident management requests through to resolution as required
Use service management tools
Provide excellent service delivery to AFP customers
Undertake continual service improvement activities
Produce and update support documentation
Essential Requirements
A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
Minimum of two years’ experience in a like or related field.
Formal IT qualification from a recognized tertiary institution or demonstrated equivalent skills and experience
Ability to communicate clearly and concisely at all levels both face to face, within a group or in writing.
Problem solving skills to be able to investigate and resolve client issues.
Experience troubleshooting hardware and software issues.
Ability to travel interstate to national locations within the Australian Federal Police as required.
Desirable Requirements
Windows 10 desktop administration
Microsoft systems and tools (including Windows, Active Directory, SCCM, M365 including MS Office, Exchange and Teams)
Scripting and automation
Selection Criteria
Part A (maximum half page) - Provide an example of when you have had to provide Customer Service to a Manager, Executive Senior Management or VIP and how you adapted your communication in this scenario?

Part B - (maximum half page) In this scenario, you have been contacted by a user who is working from home and is

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