IT Service Desk Analyst - Affirmative Measures - Indigenous - APS Level 5

Full job description
Ongoing
Salary: $86 464 to $+1 80+ plus 15.4% superannuation
Canberra, ACT
Employment Opportunity

The IT Service Desk Analyst works with the other IT Service Desk Analysts in the team to:

Provide second level troubleshooting on incidents, where they are unable to be resolved at first level and action service requests related to privileged accesses.
Act as an escalation point and quality assurance gate prior to tickets being escalated to resolver teams, including:
application of advanced troubleshooting capability
ensuring that all information required by resolver teams is included in the ticket.
Provide coaching and feedback to IT Service Desk Officers (APS4) on solutions, troubleshooting steps/methods and completeness of information in tickets
Liaise with resolver teams to:
provide additional information where required/requested
follow up on tickets on a regular basis, where resolution isn't immediate.
ensure all relevant information regarding resolution of the issue is included in the ticket
Educate IT Service Desk Officers on resolutions, if appropriate.
Develop internal knowledge base articles related to the issue, if required (i.e. where IT Service Desk Officers/Analysts could do additional steps to resolve in the future, based on feedback from resolver teams).
Where the incident affects multiple users or has a high impact, liaise with IT Service Desk team leaders, managers and Incident/Problem manager.
Ensure client is kept up-to-date with progress on their issue, including where there is no resolution and/or work is ongoing to resolve and/or any available workarounds.
Provide backup VIP IT Support alongside the VIP IT Support Officer.
Participate in the OnCall Roster providing 24/7 support.
How you can help us make a difference
We seek people who bring fresh ideas and perspectives, diverse experience, and are willing to explore innovative ways of working. People who work for us will display leadership at all levels, apply information effectively in order to solve problems, and work collaboratively to achieve outcomes.

Our ideal candidate will demonstrate the following job criteria:

High-level client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion.
Experience in an IT service support team in a busy and complex environment.
Expertise, or ability to develop expertise, across a range of different IT applications.
Ability to listen and communicate effectively, both verbally and in writing, with a wide range of stakeholders, and represent the Division positively.
Sound judgment in responding effectively to stakeholder needs, including attention to detail.
Strong teamwork, initiative, motivation and a positive attitude.
Effective time management to accomplish tasks and monitor task completion against milestones.
Effective prioritisation of work in line with team, Division, and Departmental objectives.
Responsibility for completing own work tasks and supporting team members to do the same.
Awareness of, and willingness to embody, the APS Values and Code of Conduct in their daily work.
Optional: formal qualifications or training in any information systems related field.
Merit Pools:
A merit list or pool may be created as part of this selection process and be used to fill similar vacancies anywhere in Canberra, ACT.

Flexible work arrangements will be considered and supported where possible. These include:

Job Share
Hybrid Work
Remote Work
Compressed Hours
Bandwidth Modification
The Affirmative Measures (Indigenous) process is open only to Aboriginal or Torres Strait Islander people who meet the criteria below. The filling of this vacancy is intended to constitute an affirmative measure under Section 8(1) of the Racial Discrimination Act 1+75.

To be eligible to apply for this role, you must:


be of Aboriginal or Torres Strait Islander descent and/or identify as Aboriginal or Torres Strait Islander
be accepted by community as being Aboriginal or Torres Strait Islander.
Confirmation of Aboriginal or Torres Strait Islander heritage will be required prior to the finalisation of the selection process. The department will consider allowances in some circumstances, however evidence of Aboriginal or Torres Strait Islander status is likely to include the following:


a letter signed by the Chairperson of an incorporated Indigenous organisation confirming that the applicant is recognised as an Aboriginal or Torres Strait Islander person
a confirmation of Aboriginal or Torres Strait Islander descent document executed by an Indigenous organisation.

Note: The need to provide confirmation of Aboriginal or Torres Strait Islander heritage is not required as part of the application process.

Candidate Information Kit Opens in new window

Candidate Information Kit - Accessible Version - AMI Opens in new window

Affirmative Measures - Indigenous Information Sheet Opens in new window

  Read more