Service Desk Officer

Job description

Agency Department of Corporate and Digital Development Work unit Across Government Systems

Job title Service Desk Officer Designation Administrative Officer 3

Job type Full time Duration Ongoing

Salary $66,773 - $71,746 Location Darwin

Position number 29994 RTF Closing 12/11/2025

Contact officer Trevor Hopps, System Manager on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS

Information for applicants – Inclusion and diversity and Special measures

The NTPS values diversity and aims for a workforce that represents the community. The NTPS encourages people from all diversity

groups to apply for vacancies and accommodates people with disability by making reasonable workplace adjustments. If you require an

adjustment for the recruitment process or job, please discuss this with the contact officer. For more information about applying for this

position and the merit process, go to the OCPE website.

This position is only available to Aboriginal applicants. For more information on Special Measures plans, go to the OCPE website..

Primary objective

Provide technical and business support to client agencies in the use of across government systems including resolution of business and

technical issues, timely referral of more complex issues and provision of information regarding procedures and processes.

Context statement

The Service Desk Officer works within the Operations Centre - Service Support team, providing support for over 60 core corporate

applications including HR Systems, Financial Systems, Asset Management Systems, Procurement Systems, Identity Management Systems

and Fleet Systems.

Key duties and responsibilities

1. Provide first point of contact for all new and existing across government systems support requests for services and system issues,

providing phone, email and remote resolution support for known and documented errors, implementing an acceptable 'work-around'

while escalating more complex issues.

1. Actively support a process of improvement to ensure identification, development and implementation of appropriate resource

management and service delivery strategies and solutions.

1. Contribute to setting and monitoring of standards for customer service including development of policies, procedures and processes

and updating of knowledge database.

1. Run and action integrity reports to ensure exceptions are addressed in a timely manner.
2. Develop and maintain effective collaborative partnerships with key stakeholders.
3. Actively participate as a full member of the Branch contributing innovative ideas and solutions.

Selection criteria

Essential

1. Proven knowledge of and ability to deliver ICT business system service desk processes, procedures and reporting.

2. Proven Customer Service Orientation.

3. Experience handling frustrated users calmly, following up on unresolved issues, and maintaining a helpful attitude. Demonstrated

client facing customer service skills of empathy, patience, and professionalism are essential.

4. Proven high level of attention to detail particularly with respect to data entry to ensure accurate entering of codes.

5. Sound interpersonal and communication skills with the ability to interact effectively with people of diverse cultures.

6. Well-developed knowledge of a range of commonly used office administration software, spreadsheets and databases.

7. Demonstrated work ethic and attitude which emulates DCDD values of being honest, professional, respectful, accountable and

innovative.

Desirable

1. Experience with HR / payroll systems and/or finance systems or and/or asset management systems and/or identity management

systems their business processes.

2. ITIL Foundation Certificate and/or Certificate IV in Assessment and Training.

Further information

The recommended applicant will also be required to undergo a criminal history check prior to selection being confirmed. A criminal

history will not exclude an applicant from this position unless it is a relevant criminal history.