Our ICT Service Desk team are dedicated to delivering exceptional services to our stakeholders and ensuring their technology needs are met efficiently and effectively. You will be a key resource supporting the corporate desktop environment using your initiative to provide quality customer service for problem solving, advice and support.
You will handle all aspects of the IT equipment lifecycle, from initial configuration and installation to ongoing support, maintenance, upgrades, and eventual decommissioning.
The key duties of the position include:
The work is dynamic with phone, in person and onsite support for customers and includes opportunities to work directly with technical specialist teams on resolving complex issues, performing upgrades and delivering projects.
Key areas of responsibility may include:
* Respond to customer inquiries via phone, email, or chat in a professional and timely manner
* Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity
* Provide step-by-step guidance to customers on resolving technical problems
* Collaborate with our technical support team to escalate and prioritize complex issues
* Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system
* Assist in customer onboarding and training on our ICT solutions
* Proactively identify opportunities for improving customer satisfaction and service quality
While there are no mandatory requirements for these roles, a blend of the following skills and experiences will be highly regarded:
* Demonstrated customer service experience
* A positive attitude towards learning and applying new skills
* A positive approach when finding solutions for complex issues
* Ability to prioritise to meet operational requirements
* Excellent written communication skills for documenting issues and processes
* Experience in desktop support, incident or problem management
* Knowledge of, or certification in, IT Service Management certification (ITIL)
* Ability to work independently
* Ability to follow documented processes
* Proficiency in using service delivery tools to manage tasks and track progress
Eligibility
To be eligible for a role you must:
* Be an Australian citizen
* Be assessed as suitable to hold and maintain a TOP SECRET-Privileged Access security clearance
For more information on eligibility please see the Protective Security Policy Framework which is publicly, section 12 provides information on Eligibility and suitability
The position is Canberra based, with conditions similar to those in the Australian Public service including superannuation.
Notes
ASIS values workplace diversity and is committed to providing a supportive, inclusive and respective work environment. We encourage applications from Aboriginal and Torres Strait Islander people, Women, people with disabilities, people that identify as LGBTIQ+ and people from culturally and linguistically diverse backgrounds.
Please note: ASIS does not provide feedback to unsuccessful applicants
To apply please visit the ASIS website to view further job details and selection criteria
Applications close: please refer to website
Getting to know the Australian Secret Intelligence Service
ASIS is Australia's overseas secret intelligence collection agency. Its mission is to protect and promote Australia's vital interests through the provision of intelligence services as directed by the Government. Its work can involve collecting intelligence relating to national security, international relations and economic issues. It also contributes to Australia's coordinated national efforts against terrorism, proliferation of weapons of mass destruction, and trans-national issues such as people smuggling.