Application closing date: Monday, 13 June 2022 • 11:59pm, Canberra time (in Canberra)

Estimated start date: Monday, 18 July 2022

Location of work: ACT

Length of contract: 12 months

Contract extensions: Not applicable

Security clearance: Other - Other - Applicants must have a Baseline Security Clearance . No Permanent resident (PR’s) can apply for the role, each candidate must be Australia Citizens.

Rates: $50 - $70 per hour (inc. super)

The Service Centre Analysts will be required to: 

  • Provide timely end user support 
  • Provide operational advice and troubleshooting on IT related business support issues. 
  • Provide support for Video Conferencing systems, such as CISCO VC bridge and Microsoft Teams 
  • Level 1 / 2 Technical support of IT queries, incidents, services requests etc 
  • Project support with operational rollouts of new hardware and services • Provide leadership and support, share knowledge, and foster a learning environment. 
  • Assist the Service Centre with front counter and telephone support 
  • Support the administration of user provisioning activities in Active Directory and Microsoft Exchange. 
  • Technical management of mobile phones, iPads, and other mobility devices. 
  • Technical management of IP Australia's desktop services, including build, repair, technical documentation, and asset management. 
  • Draft technical documentation and knowledge articles. 
  • Demonstrate attitudes and behaviours responsive to workplace change (including participating in and encouraging others to participate in change and contribute to successful outcomes). 
  • Improve organisational performance through effective engagement with and management of risk within relevant sphere of influence. • Establish clear expectations and create an environment to achieve stated goals and objectives, take ownership and honour commitments. 
  • Maintain an understanding of their/worker responsibilities under the Work Health & Safety Act 2011 (WHS Act) and commit to promoting a healthy and safe workplace.

Essential Criteria

  1. Demonstrated experience with at least 2 years in service desk role or desktop support role
  2. Demonstrated experience using modern service desk tools including analysing and developing processes, workflows and undertaking incident, problem management, reporting processes.
  3. Demonstrates customer service attitudes, professionalism and responsive for VIP support and co-ordination.
  4. Demonstrated technical knowledge and support for desktop support, AV, SOE and mobility

Desirable Criteria

  1. Demonstrated experience in or knowledge of the following: • Operational side of projects with rollout support • Deployment experience for W11 and new hardware fleets
  2. Tertiary Qualifications and/or certification in IT
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