Ict Support Analyst

The Organisation:
This role is with a Federal Government Agency, responsible for national digital health services and systems, with a focus on engagement, innovation, clinical quality, and safety. Their focus is on getting data and technology to work for patients, consumers and the healthcare professionals who look after them. 

The Role:
As an IT Support Analyst, you will be accountable for the IT Service Desk, User Support and Basic Administration for the agency’s Business Applications/Systems, End User Computing, and other related technology, under the broad direction of the Assistant Director - IT Support in the IT Services Branch.

The IT Service Branch are responsible for the evolution and operation of Agency’s business applications/systems and information technology; the engineering of external-facing and internal-facing products and systems across web, mobile, api, data and analytics technologies, and associated cloud and on-premises infrastructure and networking; and the build and reliability processes and technologies to ensure the quality, trust, reliability, and security in our products and systems.

Key Responsibilities:

1. Leadership and Accountability

• Have functional expertise in a specific area that contributes to team goals.
• Have accountability for completion of allocated tasks, organising workflow, review of work and development of less experienced employees.
• Contribute new ideas and maximise the benefits of change, including the identification of opportunities to improve the efficiency of business processes.
• Identify and mitigate risk that will impact on own and teamwork outcomes.
• Technology and service management of business systems and end user computing, including application support and basic administration, and systems installation and removal. 

2. Management and Diversity Span

• Participate in coordinating the workflow of a small team and/or complex administration tasks
• Undertake procedural or clerical administrative support or operational tasks including research and analysis activities
• IT knowledge management within the Branch’s scope and in support of whole agency needs.

3. Job Context and Environment

• Have a sound general knowledge of the role and functions of the agency and an understanding of how these relate to a specific work area.
• Understand the impact of the work area on strategic, political or operational outcomes for the agency/program.

4. Independence and decision-making

• Make decisions within defined parameters relating to the area of responsibility that impact on the work area or specific function, but the impact on agency operations and resources is limited.
• Apply judgement, knowledge and limited discretion in interpreting and applying legislation, instructions, guidelines, and procedures.
• Identify issues and contribute to the resolution of issues and problems.

5. Stakeholder Management

• Liaise with internal and external stakeholders on moderately complex operational and administrative matters.
• Resolve moderately complex enquiries from stakeholders and provide information and advice as a representative of the work area.
• Build rapport and maintain stakeholder relationships within defined parameters.
• Represent the work area at internal and external meetings and conferences.

6. Agency-wide Collaboration and Key Support of other Business Areas

• Within the scope of the Section’s accountabilities, supporting other Sections/Branches/Divisions in their performance of:
• Other technology management areas, such as IT infrastructure, network support, configuration management, systems release and deployment, and storage management
• Other service management activities, such as incident management, problem management, and asset management
• Security services areas, such as digital forensics

Skills and Experience:

• Demonstrated experience in IT Support, in a Level 1/2 role (Service Desk, Desktop Support, Field Engineer etc)
• Experience with Azure, Active Directory and Entra ID

Key Benefits:

• Supportive, high performing team
• Highly regarded management
• Opportunities to take on leadership roles
• Flexible working arrangements for WFH
• Competitive hourly rate with our great contracting benefits - get in touch to find out more. 

Apply:
To apply and be considered for this role, please apply through the link in this add and share a current resume/CV for review. If suitable, you will be contacted for an initial screening and for us to share more information.