The Museum has an exciting opportunity for a professional to join the agency as a Service Desk Officer in the Service Desk team.
As part of the IT Business Unit, the Service Desk team works closely with a range of staff across the Museum and Cultural and Corporate Shared Services Centre (CCSSC) partner agency clients to ensure the reliable and functional operation of information technology. 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, 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:
Under direction of the Service Desk Team leader, Service Desk Officers have a range of responsibilities including, but not limited to:
- Provide effective Service Desk support for IT Services’ clients.
- Communicate in a professional and friendly manner with colleagues, clients and third parties face to face, via email and other software and via telephone.
- Record incidents, service requests, status and resolution information using the Museum’s Service Management system, escalating incidents and service requests appropriately.
- Follow procedures and liaise with procurement staff for purchase of hardware and software.
- Assist in maintenance of IT equipment, asset management and record keeping.
- Provide support for the Museum and CCSSC client agencies’ user-issued hardware and Standard Operating Environment (SOE) including software and applications based on Windows 10 and Office 2016/365.
- Manage the issuing and location of user issued Museum hardware.
- Provide guidance to clients on IT policies, procedures and technical issues.
- Assist in development and maintenance of operational procedures and documentation for IT systems within the Museum.
- Participate in an on-call roster to provide support and ensure IT Service Desk coverage of the Museum’s business hours.
- Participate in project work as required to implement IT improvements.
- Identify risks and manage mitigations as required.
- Provide assistance and guidance to more junior Service Desk Officers.
- Undertake other duties as required.
Eligibility
To be eligible to apply for this vacancy, applicants must:
– be an Australian citizen
– obtain and maintain a valid Security Clearance at Negative Vetting Level 1.
For more information or to apply visit APSJobs.
