* APS Level 3
* Canberra, ACT
* $75,419 - $78,554
About The Department Of Employment And Workplace Relations
We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.
We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.
With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.
It is our ambition to do things differently, to create the 'department of great jobs'– where our people reflect our purpose.
The Role
Reporting to the Director, Service Desk Agents are responsible for providing support services to staff in the Department of Employment and Workplace Relations, client agencies, their Ministers and Assistant Ministers by being the first point of contact for information and assistance with IT and corporate services.
Please note this role will be 100% office based initially and will not offer the option of flexible work arrangements until all training requirements have been satisfied.
Duties And Responsibilities
We provide support services for the following:
* Accessing the IT network and associated resources
* Business and Office applications support
* Telephony/VoIP and Mobile Services
* Switchboard.
The team delivers its services by:
* Being the first point of contact
* Managing Incidents and Requests
* Promoting service automation and self-service where appropriate
* Ensuring services are provided in the most effective and efficient way.
* Striving for excellence in customer service
* Caring for our staff
* Providing after-hours support
* The Service Desk operates from 7 am to 7 pm, Monday to Friday on a rotating roster.
Key Skills
This Is a High Pressure/high Workload Environment, And We Are Looking For Someone Who Is Experienced In, Or Can Learn The Following
* Providing technical support for a range of hardware, software, and peripherals.
* Managing incidents and allocating unresolved calls.
* Allocating and managing Smartcards and building access.
* Managing requests and providing support for VoIP and telephone services.
* Providing timely, accurate and appropriate responses to customer queries.
* Maintaining a professional polite, respectful, and positive disposition.
* Being firm and fair when saying no or disagreeing.
* Recording details clearly and accurately using appropriate tools.
* Actioning online requests for access and accounts as appropriate.
Qualifications and Education
* Ability to obtain and hold a Security Clearance at the Baseline level.
* Experience working in a call centre environment.
How to Apply
Applicants are required to provide a summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.
The
In the eRecruit (the department's online recruitment system) you will also need to:
* upload a Curriculum Vitae
* provide contact details for 2 Referees.
Eligibility
Don't meet all the role requirements?
At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of backgrounds, skill levels, disciplines and working styles. If this role resonates with you and you are excited about making an impact, but your past experience doesn't align perfectly, we encourage you to apply anyway.
Citizenship
- to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.
Security Clearance
- our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.
Please refer to the Job Information Pack for more information about the role.