Aps4 Service Desk Analyst, Canberra

2 months ago

Canberra, Australia Australian Criminal Intelligence Commission (ACIC) Full time

Location: Canberra
- Job Type: Ongoing full-time
- Salary: $71,560-$77,699

The Australian Criminal Intelligence Commission (ACIC) is Australia’s national criminal intelligence agency. We advise senior decision makers on serious and organised crime impacting Australia. We are a full member of the National Intelligence Community, an Attorney General’s Portfolio agency, and a member of the Five Eyes Law Enforcement Group.

The ACIC is at the forefront of tackling serious and organised crime targeting Australia, both within our borders and offshore. Our staff operate against a pervasive, transnational and globalised criminal threat, and work hard to realise an Australia hostile to criminal exploitation. As a small agency that makes a real impact on serious and organised crime, we need talented and dedicated people who are intelligent, highly capable and seeking to make a difference to the lives of all Australians.

**About the branch**
The Chief Information Officer Branch (CIO) is responsible for the availability, continuity and security of ACIC’s intelligence, national policing, research and corporate information systems and services both domestically and overseas. The CIO Branch collaborates with ACIC’s national, international, jurisdictional, portfolio and industry partners to design, drive, champion and deliver innovative technology capabilities. It also provides the agency’s Enterprise Architecture function and administers ICT governance, policies, procedures and standards.

**About the role**

You will need the ability to analyse, troubleshoot and resolve complex problems in a short time frame and have excellent customer service skills.

As an ACIC Service Desk Analyst you will be required to:

- Conduct 1st level troubleshooting and diagnose technical issues on a range of systems
- Support the use of hardware and help manage hardware inventory including desktops, laptops, and mobile phones
- Aid with administrative tasks / data entry
- Assist with the creation of Knowledge Base Articles (KBAs)
- Assist in completing the day-to-day tasks and priorities set out by the APS 6 and EL1
- Participate in after-hours on-call roster
- Has a passion to provide excellent customer service with experience in a customer facing role
- Displays a genuine interest in information technology and is enthusiastic about continuous professional development
- Displays strong analytical and problem-solving skills, and is detail oriented
- Is able to work cooperatively in a small team environment to build and maintain productive working relationships with team members and other stakeholders
- Exhibits well developed written and verbal communication skills

**Desirable qualifications**
- Tertiary ICT qualifications or equivalent/demonstrated experience are highly regarded

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS, unless the agency head has agreed otherwise, in writing. For further information, contact the Recruitment Team.
- The Australian community expects ACIC employees to maintain the highest levels of security and integrity. Successful applicants will be required to obtain and maintain, or continue to hold, the required security clearance for this role. All ACIC employees are required to hold a minimum Negative Vetting 1 security clearance, unless otherwise specified.
- To be eligible to work at the ACIC, you must be fully vaccinated against COVID-19. Being fully vaccinated ensures the health and safety of all employees, and the Australian community. Satisfactory proof of vaccination status will be required before you are able to commence employment with the ACIC.

More information about our conditions is available in the ACIC Enterprise Agreement 2016-2019 and Determination 2019/1 on our website.

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