AddressThe role is expected to act as an escalation point for complex enquires, and the development of subject matter expertise in areas required for the effective management of the AAT service catalogue.
You will be experienced in managing and operating service desk functions while providing friendly and efficient customer support. In addition, you will coordinate responses to incident reports, minimising negative impacts and restoring service as quickly as possible. Managing the lifecycle of problems will be part of your skillset as will deploying, configuring, and operating IT infrastructure and applications.
The ideal applicant will be hardworking, knowledgeable, keen to learn and will work with a dedicated and friendly team of enthusiastic colleagues. This position requires onsite attendance due to the nature of the work.
The annual salary for the position is from $82,616 to $87,608 plus 15.4% superannuation.
We encourage and welcome applications from people with disability, Aboriginal and Torres Strait Islander peoples, LGBTIQA+ people, people from culturally and linguistically diverse backgrounds and mature age people.
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 visit: https://www.apsc.gov.au/recruitability
More information about this position, the scope of the role, duties and required capabilities and experience, is contained within the position description for this role, available from the Working at the AAT page of our website, www.aat.gov.au .
The key duties of the position include
- Service delivery: Provide high quality, responsive and timely first and second level IT support to members and staff of the AAT. Assist the Team Leader in monitoring and managing the Service Desk system and roster, including providing guidance to the Service Desk team. Serve as an escalation point for complex inquiries, prior to reallocation to other ETG teams, including compliance with policies and best practice ITSM frameworks.
- Delivery and stakeholder management: Foster effective and productive working relationships with internal and external AAT stakeholders. Liaise with external sevice providers in relation to support arrangements, procurement, invoicing and project tasks as required. Represent the ETG in projects, meetings, forums, etc. Maintain the security, confidentiality, integrity, availability and accountability of AAT's systems and information assets, ensuring compliance with AAT and whole of government policies and standards.
- Management support: Support the Team Leader in ensuring technology support follows ITIL principles and is managed efficiently, balancing resources, time and cost. Provide advice and support to the Team Leader in automating Service Desk tasks and solutions. Ensure all procedures are fit for purpose, drafting revised procedures for Team Leader consideration where deficiencies are identified
- Advice and education: Provide team members and clients at all levels with specialist technical advice, ensuring advice is clear, targeted and educative. Assist with developing and delivering training, and producing self-help and user guides. Provide planned or ad hoc training for clients with varying technical competencies.
