Service Desk Officer

Title: Service Desk OfficerDivision: Information Technology ServicesClassification: ANU Officer Grade 4 (Information Technology)Salary package: Competitive remuneration package including 17% SuperannuationTerm: Full Time, Continuing (multiple positions)Position Description & Selection Criteria: PD - ANUO4 - Service Desk Officer.pdfLocation: Canberra (opportunity for flexible working arrangements)Closing Date: 13 March 2024
About the RoleThe Service Desk Officer is responsible for providing client focused technical support for desktops, mobile devices and peripherals used at the ANU. An integral part of this role is providing first point of contact for IT related support in a Service Desk environment.
Key Duties:
Customer Service and client services management: Acts as the routine contact point. Assists with the development of and applies client services standards to resolve or escalate clients’ service problems.
Service desk and incident management: Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
Service level management: Monitors and logs the actual service provided, in alignment with the relevant service level agreements.
Security administration: Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges and operates agreed logical access controls and security systems. Maintains agreed security records and documentation.
Applications support: Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.
Writes and maintains technical, operational and client facing documentation in support of IT service delivery.
Provides scheduled out of hours work from time to time as required.
Complies with all ANU policies and procedures, and in particular those relating to work health and safety and equal opportunity.
About YouWe welcome applications from individuals who possess the following attributes:
Experience in customer engagement
Clear communication skills
Basic experience in Information Technology
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.
Reasonable adjustments to support applicants through this recruitment process can be made available upon request. Requests for adjustments will be treated with the strictest of confidentiality.
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.