Ict Service Desk Level 1 Support

3 weeks ago

Darling Harbour, Australia Australian National Maritime Museum Full time

Full-time, Non-Ongoing 18 months, APS 5 position
- $80,341 - $87,572 per annum plus 15.4% superannuation
- Australia’s leading museum located waterside in beautiful Darling Harbour

The Australian National Maritime Museum is seeking an experienced and efficient ICT Service Desk Level 1 Support to join our ICT team in this full-time, non-ongoing APS Level 5 position.

As one of Sydney’s most visited museums, the Australian National Maritime Museum shares our national maritime story across Australia and the world, online, onsite and through research, presentations and travelling exhibitions, and provides must-visit museum experiences that delight and inspire.

We connect our visitors with the oceans and waterways that are the heartbeat of who we are. From deep time to modern Australian and beyond, we explore our past, our present and future as an island nation shaped by sea, offering a sustainable and cohesive vision for the future.

The Museum welcomes over 2.5 million local, interstate and international visitors annually, and is supported by a thriving and passionate staff, membership, volunteer and education base. Find out more at sea.museum.

The ICT Service Desk Level 1 Support plays a key role in ensuring that the ICT systems and its users at the Museum are supported in an efficient and timely manner.
- Please note: The position on offer is a 12-month non-ongoing contract with the possibility of an extension._

**Key Accountabilities**
Under limited direction, this position is responsible for delivering the following functions:

- Provide first-level technical support by handling incoming requests, logging incidents, and resolving issues where possible.
- Respond to common IT queries, allocate unresolved calls, and deliver effective solutions promptly.
- Conduct initial problem assessments and educate end-users to minimise recurring issues.
- Contribute to and update the department's knowledge base with known errors, resolutions and training materials.
- Liaise with stakeholders and team members to provide timely status updates and feedback.
- Maintain accurate records of incidents, recommend process improvements, and document updates.
- Provide backup support for ICT audio visual equipment and assist with routine maintenance.
- Assist with the deployment, maintenance, and improvement of the ICT systems.
- Work closely with the managed service provider and vendors to ensure support requests are properly addressed.
- Work collaboratively with the ICT team and perform other duties as requested by the Head of Technology, or Technology Services Manager.

**Selection Criteria**
- Experience with Service Desk support.
- Basic IT knowledge, including infrastructure management tools.
- Excellent communication and customer service skills.
- Independent problem-solving skills with the ability to resolve problems promptly and efficiently.
- Ability to self-manage and accountable for issues under pressure as well as being flexible with responsibilities, duties and hours.

**Qualifications and/or relevant experience required**

**Desirable**
- Ability to work weekends.
- Experience with basic troubleshooting of hardware and software.
- Familiarity with documentation and knowledge base contribution.

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