Service Desk Analyst

Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

Child Safety

CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs. View our Child Safe Policy.

The Opportunity

• Supportive, rewarding, inclusive environment. 
• Innovative and collaborative workplace with fantastic flexibility 
• Join CSIRO - Australia's premier research organisation

CSIRO Information Management and Technology (IMT) are seeking talented IT-minded people to join the Onsite and Service desk group, Service Centre team to aid in the delivery of effective and timely IT support within CSIRO. As part of this group, the SD team is comprised of support staff in Victoria, Queensland and Western Australia.

The IMT Service Centre is the first point of call for IMT’s clients. They are responsible for logging and management of IT tickets (requests, incidents and major incident handling), providing telephone support, ticket resolution utilising remote desktop technology, and escalation to 2nd or 3rd -level support for resolution where necessary.

As a Service Centre staff member, you will actively contribute to IMT’s service direction, participating in applying adaptive and innovative solutions to complex and/or ambiguous issues across one or more service and/or technical streams. Your demonstrated client focus will gain the support of key stakeholders and contribute to integrating IMT technical solutions with business requirements to achieve CSIRO’s strategic and organisational objectives.

Your duties will include:

• Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests with a focus on customer service experience.
• Conduct analysis and classify tickets with the aim to resolved without escalation. If necessary tickets sent on to relevant support groups via the service management toolset
• Develop and apply known solutions to customer reported issues contribute to IMT Knowledge Base by creating and improving Knowledge
• Contribute positively to stimulate and promote a team approach, and develop sound working relationships with clients on a day to day basis as a representative of CSIRO IMT
• Identify tasks/issues that cannot be resolved and escalate them to senior staff and/or Technical Specialist Teams.
• Develop, maintain and expand individual skills which are of benefit to the services delivered by CSIRO IMT and that contribute to the skill set of the IMT Service Centre team

Location: Kensington, WA

Salary: AU$70k - AU$90k plus up to 15.4% superannuation

Tenure: Indefinite

Reference: 96138

To be considered you will need:

(selection criteria)

1. Relevant trade certificate/diploma/bachelor’s degree or equivalent relevant work experience in Information Technology Support
2. Demonstrated experience in an IT Customer Support role, supporting a broad range of services including:
   1. AD/Exchange object creation/manipulation.
   2. Network services, both local and wide area.
   3. Videoconferencing/IP telephony services.
   4. Microsoft Windows-based workstation environments in an Active Directory framework.
   5. PC hardware and software installation, configuration and troubleshooting.
3. A strong service delivery focus, including excellent oral and written communication skills and effective interactions with customers.
4. A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with minimal supervision and follow defined procedures accurately and consistently.
5.  Ability to collaborate with other teams to achieve operational objectives.
6. Strong organisational skills including the ability to multitask.

For full details about this role please review the Position Description

Eligibility

Applications for this position are open to Australian Citizens Only

Appointment to this role is subject to provision of a national police check and the ability to obtain and maintain a security clearance at the NV1 level.

Flexible Working Arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work. 

Diversity and Inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish. 

About CSIRO

At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact. 

CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.

Join us and start creating tomorrow today!

How to Apply

Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications Close

Sunday 17th of March, 11:00pm AEDT

Shortlisting for this role will take place as applications are received. 

Please consider applying as soon as possible.