AddressEmployment Opportunity
IT Service Support is a key function in Information Division (ID) providing ICT support in a busy and complex environment to the Attorney-General's Office, Attorney-General's Department (AGD) and other portfolio entities. First- and limited second-level support is provided via phone, email and onsite.
APS 6 - Incident and Problem Manager - Canberra
The Incident and Problem Manager (IPM) is a critical role in the IT Service Support team, offering the successful applicant an opportunity to create a real difference in the management of incidents and problems, positively impact the work of the whole Information Division and improve outcomes for our clients.
The successful applicant will be curious; self-motivated; able to take initiative; and have excellent people skills, with the ability to work across teams and bring people together to achieve solutions.
APS 5 - IT Service Support Assistant Team Leader - 2 positions
1. Canberra, 2. Canberra/Sydney/Brisbane/Melbourne
The IT Service Support Assistant Team Leader works with the Team Leader to support and guide a team of IT Support Officers and Analysts and assists with the daily operations of the IT Service Desk. This includes: providing second level support, acting as an escalation point for more complex issues, quality control, coaching and advice for Service Desk Officers. The Assistant Team Leader helps ensure effective communication with other teams in ID and that clients are provided with effective support for all IT issues.
APS 5 - IT Service Support Analyst - Sydney
The IT Service Support Analyst works with other Service Desk Analysts (APS5 and APS6) in the team to provide second level support, and action service requests related to privileged access. Other key duties include acting as an escalation point and quality assurance gate, prior to tickets being raised to resolver teams; providing coaching and feedback on solutions to Service Desk Officers; and liaising with resolver teams to progress solutions for incidents.
For further information on these positions, including detailed position descriptions, please contact Marwan Al-Allaq
How you can help make a difference
We seek people who bring fresh ideas and perspectives, diverse experience, and are willing to explore innovative ways of working. People who work for us will display leadership at all levels, apply information effectively in order to solve problems, and work collaboratively to achieve outcomes.
Our ideal candidate will demonstrate:
- High-level client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion.
- Experience in an IT Service Support team in a busy and complex environment.
- Expertise, or ability to develop expertise, across a range of different IT applications.
- Ability to listen and communicate effectively, both verbally and in writing, with a wide range of stakeholders, and represent the Division positively.
- Sound judgment in responding effectively to stakeholder needs, including attention to detail.
- Strong teamwork, initiative, motivation and a positive attitude.
- Effective time management to accomplish tasks and monitor task completion against milestones.
- Effective prioritisation of work in line with team, Division, and Departmental objectives.
- Responsibility for completing own work tasks and Supporting team members to do the same.
- Awareness of, and willingness to embody, the APS Values and Code of Conduct in their daily work.
Optional: formal qualifications or training in any information systems related field.
