Field Interviewer Help Desk Manager

1 week ago

Belconnen, Australia Australian Bureau of Statistics Full time

One temporary 12 month position
- APS Level 6 in the Canberra Office
- $86,081 - $97,214 per annum (plus 15.4% superannuation and allowances)

**Do you have strong technical literacy and the ability to communicate complex technical matters in laymans terms?**

The Australian Bureau of Statistics (ABS), Collection Management section is seeking to fill one temporary APS6 position in their Hardware and Electronic Infrastructure Support Team as a Field Interviewer Help Desk Manager.

This position is open to individuals seeking a full-time, 12 month (non-ongoing) contract in the Canberra office.

**About the area**:
The Hardware and Electronic Infrastructure Support Team (HEIST) provide support to stakeholders across the Australian Bureau of Statistics and have dedicated support teams for both Data Delivery and Household Survey Operations sections.

**About the role**:
This Field Interviewer IT Help Desk is responsible for:

- providing software and hardware support for ABS Field Interviewers
- configuration, maintenance, and management of a variety of ICT equipment
- troubleshooting technical issues related to software and hardware
- creating and updating technical documentation.

Due to the nature of Interviewer work, there is a requirement for the help desk to operate between 8:30AM to 5:30PM Canberra time on business days. The start and finish times are flexible amongst the team with the ability to start between 8AM and 9:30AM. We also provide on-call support from 6PM - 9PM Monday to Friday and 8:30AM to 9PM Saturday and Sunday.

The roster for the out of hours support rotates between all help desk team members and on call allowances are paid as required for these duties in line with the ABS Enterprise Agreement.

As the APS6 in the Field Interviewer IT Help Desk team you will lead the team undertaking numerous activities, these include:

- improving business process
- managing hardware configuration activities
- reducing operational bottlenecks
- reporting on team performance
- engaging with and driving continuous improvement practices in our section and with stakeholders.
- provisioning first level support to clients.

**Skills, experience and/or qualifications**:

- strong technical literacy
- excellent problem-solving skills
- a passion for providing excellent customer service
- good communication skills including the ability to communicate complex technical matters in laymans terms
- knowledge of IT service management practices
- superior stakeholder management skills
- the ability to manage staff

Additionally, knowledge of Household Survey Operations and Field Interviewer practices will be highly regarded.

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