About the opportunity
AUSTRAC is seeking a Senior Analyst, IT Service Desk to work within a team of IT professionals who provide impactful, high-quality, technical support to our people at AUSTRAC. As a savvy, communicator, you'll be able to translate technical concepts, clearly and concisely to non-technical users. As a curious, analytical thinker, you'll solve complex and operational challenges all while supporting AUSTRAC's mission to protect Australia from financial crime. AUSTRAC is where you'll work with like-minded individuals, get close to brilliant experts in various fields who share the same meaningful purpose, vision and respect for innovation. If you are ready to embrace challenges, and thrive in a supportive, mission-driven environment, we encourage you to apply.
Please note that due to the nature of this role, although a hybrid work arrangement is supported, there is an expectation that considerable Canberra office attendance will be required to ensure the quality provision of services to client groups.
What are we looking for (Selection Criteria)
- Demonstrated technical expertise solving problems in a modern Microsoft end-user environment.
Some examples include:
- Windows 11Microsoft Intune; Active Directory and Azure Active Directory (Entra ID); Hardware including Microsoft Surface Pro; Cisco Videoconferencing and MFDs; Microsoft 365, Office Apps and Exchange online; Basic Network Troubleshooting (VPN, LAN); ITSM tools (e.g. Jira, ServiceNow).
Demonstrated capability in operating in alignment with Service Management Principles and best-practice frameworks, such as Information Technology Infrastructure Library v4 ( ITIL) and applying these to ensure consistent IT service delivery.For a complete list of the capabilities, please refer to the Candidate Pack in the AUSTRAC Job listing via our careers page.
The key duties of the position include
Desktop Support - Manage IT equipment and peripherals, including troubleshooting, resolving hardware/software incidents, coordinating setup of new or replacement of devices, and maintaining asset records.
Service Delivery Stakeholder Engagement - Provide onsite and remote IT support as the primary state office contact, ensuring timely ticket resolution. Coordinate service requests and incidents across the ticket lifecycle, maintaining clear communication and excellent customer service.
Security and Compliance - Administer systems, user accounts, and network resources in line with policies and security requirements. Ensure compliance with security policies and proactively identify and mitigate risks.
Collaboration and Project Management - Collaborate with multi-disciplinary teams and vendors to coordinate and deliver services.
Mentor junior staff, share expertise, and foster a high performance, knowledge-sharing culture. Support testing and implementation of recent services, tools, and processes.
📌 Senior Analyst, IT Service Desk - Affirmative Measures Disability
🏢 APS
📍 Canberra