The Museum has an exciting opportunity for a professional to join the agency as a Service Desk Officer within the Service Desk team of the IT business unit.
The Service Desk team works closely with staff across the Museum to ensure the reliable and functional operation of information technology services. The Service Desk team ensures the service management and delivery of a stable and contemporary IT environment, which supports both corporate computing and exhibition environments.
The team provides first- and second-level support for all desktop, Laptop, network, and business systems, including triage, user communications and direct support. The team also coordinates a range of contractors and service vendors for specialist tasks and services and provides advice and user training.
The key duties of the position include:
Key accountabilities
- Liaise with internal and external stakeholders on service desk support matters.
- Communicating in a professional and friendly manner with colleagues, clients and third parties face–to-face, via email and other software, and via telephone.
- Recording incidents, service requests, status and resolution information using the Museum’s Service Management System, escalating incidents and service requests appropriately.
- Following procedures and liaising with other team members for the purchase of hardware and software.
- Assisting in maintenance of IT equipment, asset management and record keeping.
- Providing support for the Museum with user-issued hardware and Standard Operating Environment (SOE) including software and applications based on Windows 10/11 and Office 365, along with some apple products in circulation.
- Managing of user-issued Museum hardware and software including but not limited to hardware, desktops, laptops and corporate mobile fleet.
- Assist with guidance to clients on IT policies, procedures and technical issues and contribute to a resolution. Assisting in development and maintenance of operational procedures and documentation for IT systems within the Museum.
- Participating in project work as required to implement IT enhancements.
Selection criteria
- Demonstrated knowledge of Microsoft Office products and operating systems with an ability to broaden technical knowledge and learn new processes.
- Demonstrated experience performing a customer service role, including phone, email and face-to-face interactions.
- Proven ability to work independently to achieve outcomes in a fast-paced environment.
- Sound verbal and written communication skills, including the ability to build effective relationships.
- Proven ability to contribute to, or prepare, basic staff communications, documentation, including standard operating procedures and knowledge base articles.
Eligibility
To be eligible to apply for this vacancy, applicants must:
- be an Australian citizen
- undergo pre-employment checks, including a police record check
- hold or be eligible to hold a security clearance at the level specified in the position description.
Notes
The National Museum of Australia is an equal employment opportunity workplace. Aboriginal and Torres Strait Islander people and those from culturally diverse backgrounds are encouraged to apply for roles at the Museum.
RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position.
The Museum is committed to ensuring a child-safe and child-friendly environment. All employees are expected to demonstrate a commitment to, and support for, these principles, in theory and practice.
To apply
Applicants must include a digital portfolio and an 600-word pitch addressing their suitability for the role against the essential and desirable skills, experience and qualifications. Applicants must also provide a resume and contact details for 2 referees.
