IT Service Desk Support Officer

3 weeks ago

Brisbane, Australia Department of Employment and Workplace Relations Full time

APS Level 6
- Brisbane, QLD; Canberra, ACT; Melbourne, VIC; Sydney, NSW.
- $94,332 - $103,731

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

**The Role**

You will work on highly complex issues. You will manage the day-to-day tasks of junior staff to ensure compliance with quality and timeframe Service Level Agreements are being met. You will be expected to work under general direction, and you will be expected to mentor and coach junior staff.

The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).

**Duties and Responsibilities**
Responsibilities of the APS6 Level may include:

- Handle incidents and service requests, ensuring timely resolution.
- Assist in problem management and root cause analysis.
- Support change management processes and document changes.
- Monitor and report on service levels and initiate improvements.
- Maintain a knowledge base and promote self-service options.
- Provide exceptional customer service and clear communication.
- Ensure accurate documentation of incidents, problems, and changes.
- Manage the day-to-day workloads of yourself and others in your team.
- Ensure your team produces high quality work.
- Coach and mentor junior staff.

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window

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