51-2023 - Aps4-aps5 Service Desk Analysts

2 days ago

Canberra, Australia The Treasury - Australian Government Full time

The IT Service Desk provides IT support to the Treasury’s staff and portfolio agencies. The successful applicant(s) will have well developed interpersonal, communication and client service experience within the Information Technology industry. A merit pool is to be established from this process.

**Service Desk Analyst - APS 4**

Key responsibilities will include but are not limited to:

- Managing allocated workload and duties on a day-to-day basis, including phone, ticket queues and counter service
- Providing 1st and 2nd level technical support and resolution for Treasury staff for the windows desktop environment
- Setup of mobility devices, both in person and remote, and hardware relocation and physical moves
- Creating and maintaining documentation and knowledge sharing for Service Delivery Unit
- Rotating shift roster Monday to Friday from 7am to 7pm.

**Senior Service Desk Analyst - APS 5**

In addition to the above, key responsibilities for the APS 5 analyst will include:

- Management of Service Delivery Unit site within SharePoint Online
- Delivering support for events, committee & international support, and Department Executive and Ministers
- Afterhours on-call roster and a rotating shift roster Monday to Friday from 7am to 7pm
- Training, guidance and mentoring of team members.

**Required Experience**:

- Previous experience working for an ICT Service Desk
- Experience working within a Windows Desktop Environment and Microsoft Applications
- A proven track record organising and planning work priorities and goals with KPI’s and leadership cohorts
- Ability to communicate with stakeholders from diverse backgrounds, experiences, and cultures.

**Desirable Qualifications / Experience**:

- Demonstrated experience working with Executive and Ministers
- An understanding of the ITIL framework
- Competent in the use of Service Management tool, Cherwell.

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