Address
Form of work
Salary· 1 Temporary full-time for up to 12 months, with the view to ongoing employment
· ($79,032 pa - $86,539 per annum (Clerk Grade 3/4), plus employer’s contribution to superannuation and annual leave loading
· NSW Parliament, Sydney CBD
About us
The Department of Parliamentary Services (DPS) is a specialist service department working to support the operation of the Parliament of NSW by providing logistical support and advice to members, the Departments of the Legislative Council and Legislative Assembly and the people of New South Wales.
Enabling the Parliament, serving New South Wales: We demonstrate and foster in others a commitment to the five values of the Department of Parliamentary Services: collaboration, innovation, excellence, integrity and service.
Our commitment to diversity: We welcome applications from people from diverse backgrounds and encourage women, Aboriginal and Torres Strait Islander people, LGBTI+, people with disability, mature-age people, and people from culturally diverse backgrounds to apply for this role.
Our commitment to flexibility: While this role is advertised as full time, we will consider requests to undertake the work on a flexible part-time or job-share basis.
To get a feeling of what it’s like to work at the Parliament of NSW, watch our video, 'The People's Parliament'.
About the position
The Support Analyst will be responsible for providing IT support to various business units and stakeholders in a collaborative, team-based environment. Various types of hardware are supported by the Support Analyst including laptops, desktop computers, printers and mobile devices. Parliament devices currently use Windows 10 and office 365 and the Support Analyst will have experience administering the Microsoft 365 suite (Active Directory, Exchange Online, SharePoint Online, OneDrive, Teams). They will be responsible for email and phone support queries while recording and managing calls through a ticketing system. The Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate them to appropriate teams.
The Support Analyst will have demonstrable experience in a Service Desk or IT Support role within a busy enterprise environment with a strong customer focus. This position may require independent work, sharing information and assisting others. They may also be required to do administrative duties.
About You
You enjoy helping others and have a strong focus on providing a high standard of customer service. You have the ability to think logically and offer resolutions and support on the spot. You have excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution. In addition to your technical skills the role requires excellent communication skills and the ability to prioritise your work ensuring high level of client satisfaction, by overseeing each case through to resolution. You enjoy being part of a team and are passionate to enable the Parliament to operate to benefit all the people of NSW.
Further information to assist you with applying for this position:
- Position Description
- Department of Parliamentary Services website
- NSW Parliament pre-employment requirements
How to apply
To apply for this position please attach to your application:
· Your up-to-date resume [maximum 4 pages] which clearly details your skills and experience as relevant to this position, and
· Your response [maximum 2 pages] to the targeted questions below.
Your resume and response to the following targeted questions will be the initial assessment method used to determine your suitability for this position compared to other applicants. Applications that do not include a response to the targeted questions cannot be comparatively assessed and are unlikely to progress to the next stage of assessment.
Targeted questions
1. How do you believe your skills and experience will allow you to deliver on the outcomes of this role?
2. Provide an example where you were required to troubleshoot and resolve a technical issue relating to Office 365?
Electronic attachments must be MS Word compatible or in pdf format.
Technical assistance: Should you encounter any technical problems, please contact ‘I work for NSW’ helpdesk 1800 562 679(Monday - Friday).
Applications must be lodged online through http://iworkfor.nsw.gov.au/
Job Reference: 0000AIDO
CLOSING DATE:
