Ict Service Desk Analyst - Aps 4 (Ongoing)

The Data and Digital branch supports the National Archives in meeting its vision and reaching its strategic goals through services, technology, infrastructure, software, security and governance of its information assets to secure and protect against cyber security threats. It is also responsible for assisting Australian Government agencies to fulfil the National Archives’ data and information management requirements.

The Infrastructure and Technology Operations section is responsible for providing advice to National Archives’ management on the efficient and effective use of technology and to enable National Archives staff through the provision and support of end user devices. The section also supports infrastructure relocation projects and is responsible for providing data storage infrastructure and managing its availability and capacity to meet business demands.

Under general direction the main duties of the role are to:

• Provide front-of-house services and represent the Data and Digital Branch, delivering consistent, high-quality, and responsive client service support to internal users.
• Support clients and communicate either in person, or electronically, while ensuring client services are available in line with agreed Service Desk operational hours, and response times.
• Ensure all incidents and requests are recorded and managed in our ServiceNow ticketing system, documenting required information to support accurate prioritisation, provide troubleshooting, and updated information to clients as required.
• Communicate with supporting technical ICT teams as required, to provide resolution of incidents and requests in line with current processes.
• Develop and maintain ServiceNow Knowledgebase operational procedures, document new processes as required, and accurately collate asset information within the Configuration Management Database.
• Contribute to the ICT asset management function, including initial acquisitions, movements and disposals, projects, and general ICT administrative functions.
• Apply the principles of APS Values, Code of Conduct, workplace diversity principles, work health and safety and participative management within a work and team environment.
• Other administrative duties as directed.

An understanding of National Archives specific systems, such as RecordSearch, ServiceNow, Windows 11 Operating System, Active Directory and M365 is an advantage.

Appropriate tertiary level qualifications and/or certifications (e.g., ITIL, Information Technology) are desirable.

Eligibility: To be eligible for the role you must be an Australian citizen. If you are selected, you will be required to successfully undergo a pre-employment check and be able to obtain and maintain a security clearance at a Baseline clearance level.

How to apply: Applications must be submitted via our online e-recruitment system. Applicants must in 1000 words or less outline the skills and relevant experience you would bring to this role. Please refer to the position description for this role.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information see: