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**APS4 Service Desk Analyst
**Job Reference Number **268_11/24
**Position Title** Service Desk Analyst
**Classification **APS4
**Status **Ongoing
**Salary Range **$77,331 - $83,121 + 15.4% Superannuation
**Contact Person **Ian Connolly
**Contact Job Title **Director, ICT Operations
**Contact Number **(02) 7929 8012
**Number of Vacancies **1
**Division **Corporate
**Branch **Chief Information Officer
**Section** ICT Operations
**Location **Penrith NSW
**Date Applications Open **7 November 2024
**Date Applications Close **20 November 2024
**About the NDIS Quality and Safeguards Commission**
The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent
agency established on 1 July 2018 to improve the quality and safety of NDIS supports and
services. The NDIS Commission is the dedicated national regulator of NDIS service providers
in Australia and a non-corporate entity under the Public Governance, Performance and
Accountability Act 2013.
**The NDIS Commission's core legislative functions**
- Uphold the rights of, and promote the health, safety, and wellbeing of, people
with
- disability receiving supports or services, including those received under the NDIS.
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- Develop a nationally consistent approach to managing quality and safeguards for
- people with disability receiving supports or services, including those received
under
- the NDIS.
- Promote the provision of advice, information, education, and training to NDIS.
- providers and people with disability.
- Secure compliance with relevant legislation through effective compliance and
- enforcement arrangements.
- Promote continuous improvement amongst NDIS providers and the delivery of
- progressively higher standards of supports and services to people with disability.
- Develop and oversee the broad policy design for a nationally consistent
framework.
- relating to the screening of workers involved in the provision of supports and
- services to people with disability.
- Engage in, promote, and coordinate the sharing of information to achieve the
objects.
- of the relevant legislation.
- Provide NDIS market oversight, including:
I. By monitoring changes in the NDIS market which may indicate emerging
risk
II. By monitoring and mitigating the risks of unplanned service withdrawal.
The NDIS Commission is a disability friendly organisation that offers interesting and
**Corporate Division**
The Corporate Division is responsible for delivering all corporate service activities across the
Commission, and for advising on and supporting the strategic direction of the Commission.
The Corporate Division consists of the following functions:
- Property - Security - Finance
- Procurement - HR - ICT
- Internal Audit - Internal Fraud - Corporate Support
- Information Management
**ICT Operations Team**
The ICT Operations team partners with NDIS Commission personnel, government agencies
and third party suppliers to deliver effective and efficient ICT systems and services in support
of the Commission's overall purpose. The ICT Operations team has a strong working
relationship with Services Australia, the National Disability Insurance Agency, the
Department of Social Services, the Department of Health and state-based Worker Screening
Units.
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**Key duties**
The Service Desk Analyst is the first point of contact for ICT support within the Commission
and for external inquiries. The role provides technical and functional support for hardware,
Duties may include, but are not limited to, the following:
- responding to enquiries from internal and external stakeholders, including VIPs, referring
complex questions to the relevant internal business team or the Managed Service
Provider VIP service
support
- responding to enquiries in relation to desktops, laptops and smart phones and including
video conferencing and network hardware
- ensuring all requests are recorded, managed and owned through to resolution and
closure by keeping the Service Desk system up to date
- provisioning accounts and access in line with security and approval processes within the
Commission
- maintaining the asset register for the Commission's ICT equipment, including equipment
moves, additions, changes, loans and SIM accounts
- assisting with the on-boarding, off-boarding and reallocation of staff.
**Skills, Knowledge and Personal Attributes**
It is desirable for the occupant of the position to have:
- at least one (1) year of ICT Service Desk Level 1 support experience, or similar
- experience in using and supporting the Microsoft Office suite of software, including
Microsoft 365 and MSTeams
- previous experience in an ICT operational management
- a good understanding of the ITIL framework.
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**The following are highly desirable**:
1. Experience in a complaints handling, mediation or communications role.
2. Knowledge of the NDIS and an understanding of the role of the NDIS Commission.
3. Experience working in the disability