Service Desk Officer

7 days ago

Deakin, Australia Royal Australian Mint Full time

Closing date: 09/02/2025
- **Non-ongoing**:

- **$83,541 - $88,076 (APS5) + 15.4% superannuation**:

- **Full-time position**

Working within the IT Service Delivery team, the Service Desk Officer provides customer focused Service Desk services to approximately 260 employees within an ITIL framework. As the first point of contact for the IT section, the Service Desk Officer receives, prioritises, and allocates incoming service requests and incidents. They also resolve first and some second level service requests and incidents.

The duties of this position include:
1. Providing customer focused Service Desk services including actioning, prioritising and allocating service requests and incidents, and resolving level 1 and some level 2 requests/incidents.
2. Identifying and investigating repeat incidents to determine underlying problems, including identifying the impact, developing and implementing workarounds or solutions, or escalating the problem to relevant stakeholders within an ITIL framework.
3. Assigning and/or deploying ICT hardware and software to stakeholders, and performing annual ICT asset stocktakes.
4. Liaising with external support contacts for level 1 and 2 ICT services and incident remediation.
6. Contributing to continuous improvement by identifying and implementing new technologies, modifying processes and service offerings, and undertaking broader IT initiatives.
7. Coordinating with business areas, and providing information and advice to support and achieve IT requirements.
8. Developing and maintaining procedures, and documentation for level 1 and 2 services, incident resolutions and problem workarounds.
9. Ensuring compliance with team, branch, Mint and whole of government procedures, policies and frameworks.

**Security clearance**
This position requires a Negative Vetting Level 1 security clearance. The successful applicant will be required to obtain and maintain a clearance at this level.

**How to apply**

A current resume
A one-page-pitch that describes how your skills meet the requirements of the role as detailed in the position description.

This role is non-ongoing with a current term until 30/06/2025 with possibility of extension.

Should you have any questions regarding the role, please contact Sam Coster (02) 6202 8770.

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