Helpdesk Support Officer

Job Reference:
- 9E747A6F
- Eligibility:
- External Vacancy - Open to Everyone
- Business Unit:
- AGSA
- Location:
- Adelaide
- Salary Range:
- $67,589 - $72,033
- Classification:
- ASO300
- Duration:
- 24
- Closing Date:
- 27 Jan 2025

**Role Highlights**:

- Work within a customer focused team, ensuring consistent and considered solution
- Provide timely and effective end to end ICT Help Desk support across AGSA
- Help deliver projects that support innovative advances in systems and technology

**Role Details**:
Provide customer centric services in the consistent resolution of a range of customer service requests and issues including identifying and implementing appropriate escalation processes and assisting with the investigation and liaison with external vendors to develop resolutions to complex issues, problems and incidents.

Coordinate and undertake Request Management processes, including ensuring the generation and maintenance of appropriate records and documentation.

Assist in the identification and reporting of performance and service issues and contribute to the continuous improvement of Helpdesk operations, processes and practices.

Undertake information and records management processes, review and update internal and external knowledge articles and actively contribute to the growth and maintenance of ICT Knowledge Management.

Compliant with all relevant legislation, policies and procedures including Code of Conduct, WH&S and EEO requirements.

**Special Conditions**:

- The Incumbent will be required to participate in the department's Performance Management Program.
- The Incumbent may be assigned to another position at this remuneration level or equivalent.
- Some work outside of normal hours will be required.
- This role requires a National Coordinated Criminal History Check.

**About the Department**:
The Department of the Premier and Cabinet (DPC) drives the Premier's priorities in South Australia. Our vision is to be the heart of government through providing important leadership, trusted advice and strategy as well as central support services for the social, environmental and economic issues that we face. Our staff enjoy working with colleagues who value integrity, knowledge and intellectual capability. They exemplify the public sector purpose: Making a difference so South Australia thrives.

**About the Business**: The Art Gallery of South Australia (AGSA) was founded in 1881 and its vision is to be the most inspiring art destination in Australia. Its purpose is to serve the community by transforming the lives of artist and audiences, achieving this through its world-renowned art collection, gallery building, exhibitions, festivals and events, for current and future generations. AGSA presents a dynamic program of temporary exhibitions, pillar exhibitions of international and Australian art and three flagship offerings being the Adelaide Biennial of Australian Art, Tarnanthi Festival of Contemporary Aboriginal and Torres Strait Islander Art, and the Ramsay Art Prize. The AGSA collection comprises more than 47,000 works of art spanning two millennia and embracing all art forms. The collection exists for our audiences - to comprehend the past, to navigate the present, and as a potent avenue to imagine the future. Placing art, artists and audiences at the very heart of who we are guides AGSA's artistic and public programs. AGSA contributes positively to cultural cohesion, social wellbeing, creativity, engaged citizenship and the economic life in South Australia.

**Contact Us**:
Enquiries to Thanh Vu, Head of Information and Communications Technology

(08) 7085 1607

**Diversity and Inclusion**:
The Department of the Premier and Cabinet is committed to creating an inclusive and diverse workplace that is reflective of the community we serve.

The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.