Aps4 Service Desk Officer

The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care. The Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life. Position Description Manage all inbound service requests and workflow these to the relevant team across the Digital teams. The APS 4 Service Desk Officer provides first and limited second level IT support to the Aged Care and Safety Commission. The APS 4 Service Desk Officer provides high quality service support to staff and managers of the Department; must have great client service skills. The role assists in the installation and configuration of hardware and software, analyses and rectifies faults, logs and resolves issues. Position Duties Capture demand for incident resolution and service requests. Support day to day ICT operations within the commission by fulfilling requests, responding to incidents and providing support to Commission staff. Escalate issues to relevant teams, internal or external. Responding to ICT enquiries by staff within the office. Supporting several uplift and sustainment activities within ICT Provide effective first and limited second level IT support and assistance to Commission staff Through the provision of superior, client focused support, log, respond to and resolve service requests, information requests, incidents, problems and requests for change from clients, using the Service Management tool Record accurate, timely and meaningful data in relation to client follow ups, requests and communication Adhere and conform to the IT Service Desk Key Performance Indicators and Roster and ensure that service level standards are met Coordinate with team members and other IT support areas to provide resolution of issues, including the escalation of more complex matters to technical teams and management as required Identify opportunities to expand own knowledge and technical skill and seek out others’ expertise Key Relationships Working with ICT Operations colleagues and service providers. Reports to Service Desk Manager. Provides support to all staff across the commission. Essential Requirements Strong communication and interpersonal skills with ability to build and maintain productive working relationships with Commission Staff and within the team Empathetic and a can-do attitude Strong attention to detail, analytical and problem-solving skills including ability to prioritise tasks Ability to work collaboratively Willingness to learn Eligibility for baseline security clearance Desirable qualifications or experience Relevant qualifications in ICT and/or equivalent experience Office365 administration experience Experience with Windows 10 and iPhones Experience working in government/public sector Understanding of the Commission’s role as an end-to-end regulator Benefits Fast-paced working environment as part of a supportive team Ability to work from home two days a week Training where applicable Upskilling both technical knowledge and service excellence Work closely with leadership to achieve personal goals Position Notes Salary offered will be between $74,501 to $78,720 depending on skills and experience. In addition, 15.4% superannuation will be paid. Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. In your application please provide a statement of claims against the Key Capabilities in no more than 600 words. Merit Pool established through this selection process may be used to fill this or future vacancies on an ongoing basis. How to Apply? Navigate to ‘Current Vacancies’ section of the careers page and locate the relevant job title. All documentation relating to the role and application process will be located here. Click on the job title and at the bottom of the Advertisement you will be asked to create an account If you are a first-time user or to sign in to complete your application. As part of your application you will be requested to complete a statement of claim and attach your Resume. Cover letter is optional. Click ‘Apply Now’ when you are ready to submit your application. Please complete an online application form and submit to https://www.agedcarequality.gov.au/about-us/careers by 11:59pm (local time) on Friday 16th February 2024. Only completed applications will be accepted. Contact Officer: Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application. Specific questions about the role can be directed to James Stephens, Assistant Director, ICT Service Desk and Support / Service Excellence at James.Stephens@agedcarequality.gov.au. Further information: The diversity of our staff is very important to us. We welcome and actively encourage applications from people with disability, women, and people with culturally and linguistically diverse backgrounds. We recognize the richness of Aboriginal and Torres Strait Islander cultures and the unique knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy development and service delivery. We welcome and actively encourage applications from Aboriginal and Torres Strait Islander people. For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au/. For more information on the Australian Public Service, please visit https://legacy.apsc.gov.au/cracking-code