Service Desk Analyst Nv1

Location:

- Barton
- Sectors:

- Cyber Security, Engineering, ICT
- Employment type:

- Contract
- Salary:

- Negotiable
- Contact name:

- Daniel Crowe- Job reference:

- BBBH1409_1690190076
- Published:

- about 2 hours ago

Cleared are currently working with the AEC & are looking to speak to a NV1 Service Desk Analyst based in Canberra for a 6-month Contract with a x 1 6-month contract starting immediately

A Service Desk Analyst supports the Service Desk Manager in the operation of the AEC's Service Desk that provides support to staff on core business operations and processes, the resolution of technical ICT problems and includes participating in section planning for short term tasks and work area planning for longer term initiatives. The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise around systems and infrastructure, and operational support across a geographically dispersed network. Service Desk Analysts may also be required to assist the ICT Provisioning & Support team with requests that relate to equipment, mobile devices, and configuration. The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events. There will be a requirement for work outside standard business hours during an electoral event period.
**Canberra Based Offices.**

**6 Month Contract & Immediate Start**

**Position Description**

Build, test and sustain Windows and VMware technologies as per the agreed design. Monitor and report on the results of build activities. Required to perform and/or have responsibility for duties including, but not limited to:

- Undertake and administer support for staff in the AEC's National Office; Canberra City ACT and other AEC locations as required across the country by providing consistent, professional, and timely support and guidance to staff on program and IT areas.
- Provide on-call support after hours on a rostered basis.
- Determine software and hardware requirements to provide solutions to problems. Install and configure software and hardware, and repair and replace peripheral equipment.
- Ensure all service support knowledgebase and artefacts, and policies and procedures are always followed to ensure consistency and compliance of service.
- Assist in the development and updating of knowledgebase articles, and standard operating processes and procedures.
- Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
- Conduct administration, scrip, and access management tasks where required. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the AEC and service delivery improvement.
- Conduct investigations for troubleshooting, research, and analysis to obtain evidence-based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.
- Develop and maintain key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations. Represent the agency at meetings, conferences and seminars.
- Provide accurate specialist advice, guidance and reporting on team functional responsibilities.
- Make and communicate decisions using good judgement, expertise, and knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.
- Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities.
- Perform additional duties or assume responsibility of functions as directed from time to time.

**Skills and Experience**:

- Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
- Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

**Desirable**:

- Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.
- Ability to gain an understanding of Australian electoral law and practice.
- The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events. There will be a requirement for work outside standard business hours during an electoral event period
You must hold a current NV1 security