RFQ-ASD-LH-02639 Customer Support Analyst
Due to the nature of clients we work with here at Kinexus and the projects these roles will be based on, an Australian Government Top Secret Positive Vetting (TSPV) clearance is essential.
These opportunities do not have the ability to obtain sponsorship for a security clearance (including applicants who currently hold a security clearance seeking to upgrade).
ABOUT THIS ROLE
The Customer Support Analyst will provide essential support to the department's ICT Support Organisation. They will act as the first point of contact for service queries, handle requests for support, respond to a broad range of services, provide first-line investigation and diagnosis, and promptly escalate unresolved issues as appropriate.
Due to the nature of the project, applicants must hold PV security clearance.
Estimated start date: Tuesday, 01 July 2025
Initial contract duration: 12 months
Extension term: 12 months
Number of extensions: 2
Location of work: SA
Working arrangements: SA, 5 days a week in the office. Candidates must be willing to undergo ASD's Organisational Suitability Assessment (OSA) prior to engagement. Candidates are required to have PV clearance.
ABOUT THE COMPANY
Australian Signals Directorate (ASD) is the federal agency responsible for foreign signals intelligence, cyber warfare, and information security. ASD's purpose is to defend Australia from global threats and support national interests.
Situated in Canberra, ASD employs over 2000 TSPV cleared workers. The workforce is growing rapidly, with areas of growth including PMO, cybersecurity, systems administration and engineering, software development, and network engineering.
ASD operates in a high-security, complex, and highly technical environment, playing a vital role in Australia's defense. Long-term contracts (12 months+) are available.
JOB DUTIES AND RESPONSIBILITIES
1. User query/issue handling: Capture, validate, and triage support requests.
2. Communicate with users: Convey information through appropriate channels.
3. Asset Management: Manage and track assets and stock levels.
4. Account Management: Manage account creation, reactivation, approval, and cancellation processes.
5. Process Optimization: Improve processes through analysis, automation, training, and organizational changes.
6. Support Requests Management: Act as first contact, diagnose issues, categorize, provide solutions, escalate unresolved issues, and monitor from start to resolution.
7. Account Support: Manage high-side account processes, provide advice, and train staff.
8. Data Management: Maintain and improve data dissemination and transfer processes, ensuring privacy and security.
9. Reporting: Provide monthly reports on support activity metrics.
SKILLS & EXPERIENCE NEEDED
Essential criteria
* Experience as a support contact point, handling requests, providing first-line diagnosis, and applying standards.
* Experience with application management software and tools.
* Australian Citizenship and TSPV security clearance are essential.
Desirable criteria
* Experience in a Defence or high-security environment.
BENEFITS
Why work for ASD?
* Work on important projects vital to Australia's defense.
* Flexible hours between 7am and 7pm.
* Low attrition; diverse projects and growth opportunities.
* Long-term contracts available.
Why Kinexus?
* Established provider of TSPV contractors since 2004, with strong government relationships.
* Experience in managing contractors in security industries, including clearance management.
* DISP accredited; can hold and manage renewals of clearances.
* Dedicated support including account management, rate negotiation, payroll assistance, and regular engagement.
* Community involvement and wellness support programs.
All applications should include your resume as a Word document. For more information, visit our website or contact Cindace Prasadat at 0449 511 324.
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