About the AIHW
With more than 38 years' experience, the Australian Institute of Health and Welfare (AIHW) is Australia's authoritative source of health and welfare data and analysis. As an independent national information and statistics agency within the Commonwealth's Health portfolio, the AIHW publishes more than 400 data products each year, maintains and administers specialised national data standards and classifications, and supports high quality research.
The AIHW's vision of 'stronger evidence, better decisions, improved health and welfare for all Australians' signifies our organisation's commitment to providing high quality, national data and analysis across the health, housing and community services sectors. This covers a wide range of areas, from health and welfare expenditure, hospital services, disease and injury, disability and mental health, to ageing, disadvantaged and vulnerable populations, homelessness, and First Nations health and wellbeing.
The AIHW Difference
The AIHW's APS employee census results attest to our positive and supportive workplace culture. We are an inclusive, flexible, and productive workplace where people are treated with respect and courtesy, and diverse and unique attributes are recognised and valued. Our results also show that we achieved top ten rankings in staff engagement, communication, wellbeing and SES manager scales out of 107 APS agencies.
We offer a range of benefits including:
· access to flexible working arrangements to support your work/life balance
· attractive remuneration packages including generous superannuation and leave provisions
· challenging and fulfilling work where you can use your skills and expertise
· opportunities for professional development.
We are committed to creating genuine opportunities for everyone and we welcome applications from First Nations people, people with disability, LGBTIQA+, neurodiverse people and people from diverse cultural and linguistic backgrounds.
The AIHW has offices in Canberra and Sydney and offers remote work opportunities for many roles.
For more information, visit the Benefits of working for the AIHW page of our website.
Position Summary
The Information and Communication technology Group is looking for two APS4 Service Desk Officers to assist with the management and delivery of all AIHW ICT services. They will provide administrative support that is informed and directed by their knowledge of the ICT service support function, undertake research and analysis activities as needed. They will be expected to produce Standard Operating Procedures (SOPs) that will not only assist the Service Desk technicians, but also encourage and support self-service by Institute staff.
When there is a need to support other Service Desk technicians, the position will also provide a mix of level 1 and level 2 support, so they will be expected to liaise with internal and external stakeholders and have/develop technical skills in the administration of our IT platforms and services.
The APS4 Service Desk Officers will be able to understand new technologies quickly and be accountable under general direction to document SOPs as requested. They will be accountable for having a good understanding of, and compliance with, relevant legislative frameworks, government and AIHW policy requirements. They will be accountable for organising and prioritising their workflow, making decisions within their defined parameters and will seek guidance when required. They may exercise some discretion with respect to how legislation, procedures and guidelines are interpreted and applied to their work.
The APS4 Service Desk Officers will contribute to the work of the team and take responsibility for contributing towards ongoing self-improvement and professional development.
Under general direction you will:
· Develop and maintain Standard Operating procedures and Knowledge Base Solutions
· Publish the Solutions for the use of Service Desk staff and Institute staff more broadly
· Monitor the use of the documentation and the reduction of Service Desk requests related to it
· Provide professional, reliable, and efficient client focused support to AIHW staff for a wide variety of hardware, software, and site-specific applications, completing timely and accurate documentation and time logging of work performed
· Document, track, monitor, follow up and prioritise support tickets
· Share information, monitor work practices, set work priorities, and develop and maintain Service Desk procedures
· Showing initiative to provide support to the Service Desk manager and peers in a collaborative and effective manner being a team player
· Be available to commit to a rotating roster from the hours 8am to 5:30pm Monday-Friday
Selection Criteria
Our ideal candidate will have most or all of the following skills and knowledge:
1. Demonstrated IT diagnostic and analytical skills to support a complex IT environment.
2. Well-developed and effective liaison and end-user support skills to provide a professional user support experience.
3. Well-developed written and verbal communication skills
4. Well-developed interpersonal skills, including the ability to work within, and contribute to, a team.
5. Well-developed organisational skills, including the ability to determine priorities, develop strategies, procedures and work practices.
6. Relevant experience in a comparable IT environment, specifically in the support of Windows 11 OS, M365 user support, desktop and laptops, VMWare Horizon, Exchange ECP and MS Teams calling and Active Directory. Additionally, skills in one or more areas of ServiceNow, ManageEngine ServiceDesk Plus, SCCM, Windows Server, and networking systems are highly desirable.
A minimum of 12 months Service Desk experience or experience with ITIL processes and/or formal qualifications in ITIL will be highly regarded.
Service Desk team members must be available to commit to a rotating roster from the hours of 8am – 5:00pm, Monday – Friday.
Eligibility
To be eligible to apply for this vacancy, you must:
• be an Australian citizen
• undergo any required pre-employment checks, including a police records check
• obtain and maintain a valid Security Clearance if required by the institute
A probationary period of six (6) months will apply to any new engagement to the APS.
How to apply
Please submit your application online via the AIHW e-Recruit system. When applying online for the first time, you will need to register and provide a valid email address.
Your application must include:
1. A summary of your relevant skills and experience and explain why you would be the best person for the role. Your response should align with the position summary and selection criteria information above, and must be no more than 750 words.
2. Your current CV and the names of two referees.
Please note, late applications will not be accepted.
Reasonable Adjustment
The AIHW is committed to providing accessible, inclusive and equitable recruitment processes for all candidates. If you require a reasonable adjustment (at any stage of the recruitment process), you can note this in your application and provide details of any adjustments required. All efforts will be made to meet your requirements.
Reasonable adjustments may include but are not limited to additional interview time, being interviewed at a particular time of day, interview material printed in large font, making allowances for varying communication styles.
The AIHW is committed to supporting the employment and career development of people with
disability. Our participation in APS RecruitAbility means we will progress an applicant who declares that they have disability to a further stage in the recruitment process, where they opt into RecruitAbility on the application form and meet the minimum requirements for the role.