Service Desk Analyst in Melbourne, Australia

Application closing date: Tuesday, 19 November 2024 • 11:59pm, Canberra time (in Canberra)

Estimated start date: Monday, 13 January 2025

Location of work: VIC

Working arrangements: It is the AEC’s preference that this role be performed from the AEC’s Office

Length of contract: ASAP until 30 June 2025

Contract extensions: 1x 12 months

Security clearance: Must have Negative Vetting Level 1

Rates: $45 – $55 per hour (inc. super)

With the Australian Electoral Commission (AEC) the Chief Information Officer Division (CIOD) leads and supports a range of projects/programs including, but not limited to, the Modern Workplace Program, Cloud Technology Project, Polling Place Technology Project, and the Election Systems Modernisation Program (Indigo Program).

The Chief Technology Officer Branch delivers a range of ICT services to the agency including infrastructure, application development and communications. ICT services are delivered through a select sourcing model, with a mixture of in-house and outsourced resources. The Chief Technology Officer Branch is committed to building the agency’s information technology capability by providing resilient, modern, and secure systems informed by data and insights, and to upskill teams to develop innovative new products and services.

The Service Desk Analyst supports the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities to staff on core business operations and processes, and the resolution of technical ICT problems within the IT Service Operations & Management Section of the Chief Technology Officer Branch, including participating in section planning for short term tasks and work area planning for longer term initiatives. The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in the area of IT systems and infrastructure, and operational support across a geographically dispersed network.

Role will be responsible for, but not limited to:

• Assist AEC staff via phone, email, remote and onsite support with faults, issues, incidents and service requests within an ITIL framework. Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.

• Undertake and administer support for staff in the AEC’s National Office; Canberra City ACT and other AEC locations as required across the country by providing consistent, professional and timely support and guidance to staff on program and IT areas.

• Provide on-call support after hours on a rostered basis.

• Determine software and hardware requirements to provide solutions to problems. Install and configure software and hardware, and repair and replace peripheral equipment.

• Ensure all service support knowledgebase and artefacts, and policies and procedures are followed at all times to ensure consistency and compliance of service.

• Assist in the development and updating of knowledgebase articles, and standard operating processes and procedures.

• Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.

• Conduct administration, scrip, and access management tasks where required. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the AEC and service delivery improvement.

• Conduct investigations for troubleshooting, research and analysis to obtain evidence based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.

• Develop and maintain key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations.

• Represent the agency at meetings, conferences and seminars.

• Provide accurate specialist advice, guidance and reporting on team functional responsibilities.

• Make and communicate decisions using good judgement, expertise and knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.

• Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities.

• Perform additional duties or assume responsibility of functions as directed from time to time

Key Personnel Experience (Mandatory Criteria)

• Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.

• Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.

• Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives while contributing to change and business improvement strategies.

• Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

• Demonstrated experience in providing high level customer service, delivering a broad range of services; with a strong focus on service delivery, team collaboration, supporting a culture of quality service management, and continuous improvement.

Key Personnel Experience (Desirable Criteria)

• Knowledge and experience in the use of ServiceNow, Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.

• Ability to gain an understanding of Australian electoral law and practice.

• Ability to remain positive and respond to pressure in a calm manner, while committing energy and drive to see that goals are achieved.

• Confidence and ability to effectively communicate, collaborate and negotiate with team members, business areas and external stakeholders at all levels of seniority.

• A demonstrated ability to work autonomously and a strong commitment to working harmoniously within a team to achieve positive results and support the AEC’s strategic direction.

• Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.

• A desire to learn new skills and respond positively to change.

HOW TO APPLY

Please update your CV to reflect your suitability to this role and provide a 1-page summary of your skills and previous experience to reflect the Mandatory and Desirable Key Personnel Experience.