Job description
Agency Department of Corporate and Digital Development Work unit Across Government Systems
Job title Service Desk Officer Designation Administrative Officer 3
Job type Full time Duration Ongoing
Salary $66,773 - $71,746 Location Darwin
Position number 29994 RTF Closing 12/11/2025
Contact officer Trevor Hopps, System Manager on or
About the agency
Apply online
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY
QUALIFICATIONS
Information for applicants – Inclusion and diversity and Special measures
The NTPS values diversity and aims for a workforce that represents the community. The NTPS encourages people from all diversity
groups to apply for vacancies and accommodates people with disability by making reasonable workplace adjustments. If you require an
adjustment for the recruitment process or job, please discuss this with the contact officer. For more information about applying for this
position and the merit process, go to the OCPE website.
This position is only available to Aboriginal applicants. For more information on Special Measures plans, go to the OCPE website..
Primary objective
Provide technical and business support to client agencies in the use of across government systems including resolution of business and
technical issues, timely referral of more complex issues and provision of information regarding procedures and processes.
Context statement
The Service Desk Officer works within the Operations Centre - Service Support team, providing support for over 60 core corporate
applications including HR Systems, Financial Systems, Asset Management Systems, Procurement Systems, Identity Management Systems
and Fleet Systems.
Key duties and responsibilities
1. Provide first point of contact for all new and existing across government systems support requests for services and system issues,
providing phone, email and remote resolution support for known and documented errors, implementing an acceptable 'work-around'
while escalating more complex issues.
1. Actively support a process of improvement to ensure identification, development and implementation of appropriate resource
management and service delivery strategies and solutions.
1. Contribute to setting and monitoring of standards for customer service including development of policies, procedures and processes
and updating of knowledge database.
1. Run and action integrity reports to ensure exceptions are addressed in a timely manner.
2. Develop and maintain effective collaborative partnerships with key stakeholders.
3. Actively participate as a full member of the Branch contributing innovative ideas and solutions.
Selection criteria
Essential
1. Proven knowledge of and ability to deliver ICT business system service desk processes, procedures and reporting.
2. Proven Customer Service Orientation.
3. Experience handling frustrated users calmly, following up on unresolved issues, and maintaining a helpful attitude. Demonstrated
client facing customer service skills of empathy, patience, and professionalism are essential.
4. Proven high level of attention to detail particularly with respect to data entry to ensure accurate entering of codes.
5. Sound interpersonal and communication skills with the ability to interact effectively with people of diverse cultures.
6. Well-developed knowledge of a range of commonly used office administration software, spreadsheets and databases.
7. Demonstrated work ethic and attitude which emulates DCDD values of being honest, professional, respectful, accountable and
innovative.
Desirable
1. Experience with HR / payroll systems and/or finance systems or and/or asset management systems and/or identity management
systems their business processes.
2. ITIL Foundation Certificate and/or Certificate IV in Assessment and Training.
Further information
The recommended applicant will also be required to undergo a criminal history check prior to selection being confirmed. A criminal
history will not exclude an applicant from this position unless it is a relevant criminal history.