Address- $98,209 - $113,229 + up to 15.4% superannuation - ASC Grade 5
- Canberra
- Ongoing Full Time
Applications close at 11:30pm AEST ON WEDNESDAY 5 JUNE 2024 (late applications will not be accepted).
The Australian Sports Commission is embarking on the Green and Gold decade. An exciting time filled with international sporting competitions on home soil, including the Men’s and Women’s Rugby World Cup, and culminating in the Brisbane 2032 Olympic and Paralympic Games. We have an ambitious new Strategic Vision and we need the best players on our team to help us deliver real results for the sporting sector and all Australians.
Are you up for the challenge?
About the team – The Cyber Security and IT Support Team is within the Technology Branch of the Australian Sports Commission (ASC). The section delivers a range of strategic and advisory services relating to Cyber and ICT to ASC and the wider sport community through its internal capabilities. The section also coordinates ICT support services to the ASC through a number of internal and external capabilities and arrangements.
About the role – The Service Desk Manager role provide responsive, professional and client-focused front-line technical assistance to ASC technology users. Leading the Service Desk Team to answer queries on common technical issues, track and escalate more complex incidents and requests. Work with all areas of Technology to ensure services align to defined performance standards and procedures. Key responsibilities include:
- Lead and manage the Service Desk, including day-to-day operations, priorities for staff, training and developing work plans.
- Detect, analyse, report and escalate emerging Service Desk issues and risks, recognising systemic issues that could prevent organisational-wide disruptions and recommending suggestions for increased service provision.
- Perform technical support tasks such as computer deployments, IT installations, account creations/management, Active Directory management and reporting.
- Work closely with Service Performance roles to ensure support technician services are integrated into broader service delivery context.
- Ensuring the Service Desk provides professional, reliable and responsive telephone, message and face-to-face support and advice for ASC ICT services.
- Effectively manage client and external partner relationships, negotiating priorities, escalated enquiries and incidents when necessary.
- Develop and maintain procedure and technical documentation, providing input to revisions or improvements.
- Troubleshoot complex technical issues, consulting with colleagues to develop agreed resolutions and monitoring the solution’s effectiveness.
About you – We are looking for a high performing individual who has a keen focus on delivering outcomes for clients. You will have great communication skills, and enjoy working in a high tempo environment. The successful candidate will have:
- Experience in customer service.
- Demonstrated experience in an Information Technology field and/or relevant degree/certification.
- The ability to take ownership of escalated issues and coordinate with appropriate resources to resolve them in a timely manner.
- The ability to document, track, monitor, follow up and prioritise customer support requests to ensure a timely resolution and transfer information to knowledge base.
- Good knowledge of consumer technology environments, common hardware, common office productivity applications including O365, and Active Directory.
- Good knowledge and/or experience using Azure services.
This position is offered as ONGOING.
Why work with us?
We have offices located in Canberra, Melbourne and Sydney. Across all locations, we offer:
- Options for flexible working arrangements.
- Annual allowances towards training based on individualised career goals.
- Access to a customised ASC L&D calendar for ongoing professional and career development.
- Generous superannuation scheme with up to 15.4% employer contributions.
- Corporate discount on AIS Shop merchandise.
- Access to Clearinghouse for Sport, an information sharing platform for Sporting professionals.
- Free onsite parking
- Onsite facilities including café, dining hall, gym, and swimming pool.
- Priority placement for your children to access the award winning, onsite AIS Caretaker’s Cottage Childcare Centre.
If you have any questions about this opportunity, please contact:
- Contact Officer: Rob Colquhoun
- Phone number: *************@ausport.gov.au
- Email address: 0479 172 ***
- To be eligible for this position applicants are required to be Australian citizens only and must be able to obtain and maintain an AGSVA Security Clearance.
- The ASC is committed to protecting children from harm. We require all applicants that will work with children to undergo screening processes prior to appointment.
- Should a merit pool be established for this position, it may be used to fill ongoing or fixed term opportunities as they arise within 18 months from the date advertised.
- The ASC operates under the Australian Sports Commission Act 1989 and is separate to the Public Service Act 1999. The ASC accepts most leave liability and recognition of prior service if you are currently employed at a Commonwealth agency.
- If you are experiencing issues or have any questions with the e-recruitment system, please contact the People & Culture Hub via email ******@ausport.gov.au or phone (02) 6214 1***.
Acknowledgement of Country
The Australian Sports Commission (ASC) acknowledges the Traditional Custodians of the lands where its offices are located, the Ngunnawal people and recognises any other people or families with connection to the lands of the ACT and region, the Wurundjeri Woi-wurrung people of the Kulin Nation, the people of the Yugambeh Nation and the Gadigal people of the Eora Nation. The ASC extends this acknowledgment to all the Traditional Custodians of the lands and First Nations peoples throughout Australia and would like to pay respects to all Elders past and present. The ASC recognises the outstanding contribution that Aboriginal and Torres Strait Islander peoples make to society and sport in Australia and celebrates the power of sport to promote reconciliation and reduce inequality.
Application and Job Description
The Job Description can be downloaded from the attachment below. The application form will include these questions:
- Referencing the job description, please describe why you believe you are suitable for this position, including listing your key relevant achievements [up to 750 words]
- The ASC’s shared values are respect, integrity, teamwork and excellence. Please describe which resonates with you and why [up to 300 words]
ASC Candidate Information Pack Opens in new window
Job Description Opens in new window
