Service Desk L2 / IT Support / APS4 / APS5

• Federal Government Agency - Security Clearance is required
• Excellent work culture and career development program

About Our Client

We are looking for flexible and self-motivated individuals with a high level of attention to detail in order to fill a number of current vacancies. Successful applicants will work in the IT Systems team. This team provides helpdesk/technical support services to internal and external stakeholders to ensure the Infrastructure Management System (IMS) is able to be accessed and used effectively. The team will also assist in transitioning to a replacement IT system and providing ongoing support of this system. These roles strongly contribute to the Infrastructure Investment Division effective management of the Infrastructure Investment Program and other Australian Government funding programs managed by the Department.

Job Description

• APS Level 4 IT System Support Officer

  1. You will support ongoing operations of the existing IT System until transition has occurred to the replacement IT system. This will include providing helpdesk support functions such as logging incidents, providing guidance/instruction via phone/email or in person on system functionality or usage, providing/revoking system access and password resets, and escalating to supervisor technical issues/faults for rectification.
  2. Provide support to the division and broader internal/external system users to adapt and transition to the new IT system.
  3. Engage with both internal and external stakeholders to support their use of the new system, including pointing them to as appropriate self-help solutions.
  4. Liaise with the IID Program, Policy and Budget Branch and the State teams to resolve system issues.
  5. Attend new system training sessions.
  6. Provide ongoing IT system support services post go-live of the new system.

  APS Level 5 IT System Support Officers (In addition to APS4 responsibilities)

  1. Create, maintain and update support products to enable self-help.
  2. Work with the IID Finance team and State teams to ensure the integrity of financial and project data.
  3. Ensure system users have access to standard/pre-defined reports.
  4. Managing the publishing of information to the public facing website, including coordination with State teams, IID Communications, Corporate Communications and IT.
  5. During Budget support integration and validation of data updates resulting from government decisions.
  6. Attend new system familiarisation training, also Microsoft Power BI training to assist internal staff produce fit-for-purpose reporting.
  7. Engage with the Infrastructure Investment Transformation Taskforce team to support the successful rollout of the new system.
  8. Provide ongoing IT system support services post go-live of the new system.

The Successful Applicant

The successful applicants should demonstrate the ability to:

1. Achieving good outcomes through the provision of accurate and specialised IT technical advice/assistance, including anticipating problems and contributing to issues resolution.
2. Perform research and analysis to inform decisions. Make decisions using good judgement, expertise and knowledge, escalating issues as required.
3. Analyse and make recommendations to improve customer service based on feedback from a number of sources.
4. Manage relationships with stakeholders to achieve work area goals, including supporting stakeholders through change.
5. Conduct regular quality assurance of work area processes and manage any identified risks.

• • Experience working in an IT helpdesk environment.
  • Excellent verbal and written communications skills.
  • Attention to detail.
  • Experience with large data sets and/or experience interpreting data.
  • Proficiency in the use of Microsoft Office Suite, including MS Excel and Word.
  • Experience using or the ability to quickly obtain through on-the-job or formal training skills in the use of Microsoft Power BI and the Microsoft Dynamics CRM platform.

What's on Offer

What's on Offer

On offer for your hard work you will have the opportunity to take your career to the next level in an energetic and fast-paced team. Also on offer are the following:

• Great location
• Great culture
• Career Development Plan

How to contact us

If you currently looking for opportunities and feel this role is right for you please contact us via email or phone.
If you feel this role might not be best suited to your skillset however would like to have a confidential discussion on your career please get in touch.