Senior Service Desk Officer

Title: Senior Service Desk OfficerDivision: Information Technology ServicesClassification: ANU Officer Grade 5/6 (Information Technology)Salary package: Competitive remuneration package including 17% SuperannuationTerm: Full Time, Continuing (multiple positions)Location: Canberra (opportunity for flexible working arrangements)Closing Date: 18 February 2024
About the RoleThe Senior Service Desk Officer provides client-focused technical support for desktops, mobile devices, and peripherals used by staff and in the Information Commons. Senior Service Desk officers’ mentor and support level 1 staff with complex inquiries, tasks, and escalations.
Key Duties:
Provide a proactive and responsive IT support service to staff and students including the diagnosis and resolution of hardware, software, and network-related issues.
Liaise with other Divisional and College staff, clients, and vendors to resolve problems and plan and deliver integrated IT support services.
Assist in supervising, mentoring and development of team members engaged in IT service delivery.
Participate in meetings, projects, training, professional development activities and planning in support of the team’s goals.
Write and maintain technical, operational and client facing documentation in support of IT service delivery.
Provide scheduled out-of-hours’ work from time to time as required.
Other duties consistent with the classification of the position.
Comply with all ANU policies and procedures, and particularly those relating to work health and safety and equal opportunity.
About YouWe welcome applications from individuals who possess the following attributes:
As interest in Information Technology
Experience working on a Service Desk
Advanced Troubleshooting
Experience in customer engagement
About UsANU is home to some of the most remarkable people from across the world: visionaries, influential leaders, researchers and advocates creating impact and change nationally, regionally and globally.ANU attracts exceptional staff and students and, through education and enrichment programs, helps them to achieve ambitious goals, and pursue brilliant careers. Ranked in the top 30 universities globally, the first Australian university to be recognised in this elite tier, ANU continues to be an academic resource for the whole of Australia.
About ITS: Information Technology Services (ITS) delivers digital solutions that enable the Australian National University to achieve its strategic goals: a student experience equal to the world’s best, and research that transforms society and creates national capability. ITS has responsibility for the University’s digital ecosystem and is leading the delivery of the Digital Master Plan, a 10-year strategic roadmap for the transformation of the University’s digital capability.
Digital Transformation: We have released our ANU 2025 Strategy, and our Digital Master Plan, which will see ANU embark on the biggest digital transformation in our history. A transformation that matches our national and global mission. Our digital future will transform the experience of ANU for our students, researchers, academics, professional staff and the wider community and we are seeking great people to be a part of this history making journey. Click here to learn more.
Our CampusThe University's Acton campus is in the heart of Canberra. From here it's an easy walk, bike ride or drive to some of Australia's most significant political and cultural institutions including Australian Parliament House. You'll find all the conveniences of a small suburb including cafes, bars, supermarkets, childcare centres, a newsagency, post office and even a medical centre right on campus! The Acton Campus is well renowned for its landscape setting, with over 10,000 trees and a commitment to maintenance of open space. It's 'park like' environment is a feature that is internationally recognised.
What we can offer youOur staff enjoy some amazing employee benefits including​:
ANU offers competitive remuneration packages including 17% superannuation and regular increases.
We support flexible, hybrid working arrangements, with access to our beautiful, green campus and working remotely.
We value your work life balance, with standard 7-hour work days, paid December shut-down period, purchase leave, cultural leave, part-time and job-sharing opportunities, compressed working weeks, and flexible times of work.
We offer discounted study, with 75% off ANU courses for staff and 25% for your spouse and children (see eligibility).
We have many professional development initiatives including training, mentoring & upskilling opportunities.
We are one of the leading employers in Australia for parental leave entitlements. We offer generous paid parental leave entitlements for up to 32 weeks.
We have on-site Gyms with staff discounts as well as oval spaces and ANU sports clubs.
We are a family friendly campus with access to childcare facilities, designated parent rooms and quiet spaces.
ANU offers salary sacrificing benefits including laptops, childcare, novated car leasing, additional superannuation, and more!
We offer affordable onsite parking from $34 / fortnight with salary sacrificing options.
ANU has a supporting, challenging and motivating culture.
We are committed to promoting diversity and inclusion for all backgrounds and identities.
We care about your wellbeing, with access to additional leave, the Employee Assistance Program, vaccinations and health insurance plan options.
For further information about this position, please contact Ben Rogers, Service Desk Team Lead, Ben.Rogers@anu.edu.au.
ANU is committed to workforce diversity, creating an inclusive workplace, and providing equal employment opportunities to people with diverse backgrounds and identities. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as LGBTQIA+ are particularly encouraged to apply. Click here to learn more.
Our Vision: Support the development of national unity and identity, improve our understanding of ourselves and our neighbours, provide our nation with research capacity amongst the best in the world, and education in areas vital for our future is our mission.Our Values: Excellence, Original Thinking, Integrity, Respect, Inclusivity, Diversity
How to Apply:To apply for this role please ensure that your submission includes the following documents:
A statement addressing the selection criteria showing how your skills, experience and approach align with the role in no more than 2 pages (for reference, see the position description & selection criteria).
A current resume
Applications which do not address the selection criteria may not be considered for the position.
Please note: The successful candidate must have rights to live and work in Australia and will be required to undergo a background check during the recruitment process, in accordance with the Background Checking Procedure. An offer of employment is conditional on satisfactory results.