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.
The key duties of the position include:
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
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.
Notes
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:
* 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.
* Your current CV and the names of two referees.
Please note, late applications will not be accepted.