Service Desk Agent

• APS Level 3
• Canberra, ACT
• $72,658 - $75,678

About the Department of Employment and Workplace Relations

We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.

With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the ‘department of great jobs’– where our people reflect our purpose.

The Role

The Service Desk Team provides support services to staff in the Department of Employment and Workplace Relations, client agencies, their Ministers and Assistant Ministers by being the first point of contact for information and assistance with IT and corporate services.
We provide support services for the following:

• Accessing the IT network and resources
• Business and Office applications support
• Telephony/VoIP and Mobile Services
• Switchboard.

The team delivers its services by:

• Being the first point of contact
• Managing Incidents and Requests
• Promoting service automation and self-service where appropriate
• Ensuring services are provided in the most effective and efficient way.
• Striving for excellence in customer service
• Caring for our staff
• Providing after-hours support

The Service Desk operates from 7 am to 7 pm, Monday to Friday on a rotating roster.

Duties and Responsibilities

This is a high pressure/high workload environment, and we are looking for someone who is experienced in, or can learn the following:

• Providing technical support for a range of hardware, software, and peripherals.
• Managing incidents and allocating unresolved calls.
• Allocating and managing Smartcards and building access.
• Managing requests and providing support for VoIP and telephone services.
• Providing timely, accurate and appropriate responses to customer queries.
• Maintaining a professional polite, respectful, and positive disposition.
• Being firm and fair when saying no or disagreeing.
• Recording details clearly and accurately using appropriate tools.
• Actioning online requests for access and accounts as appropriate.

How to Apply

Applicants are required to provide a summary (no more than 750 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

• upload a Curriculum Vitae
• provide contact details for 2 Referees.

Eligibility

Don’t meet all the role requirements?
At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of backgrounds, skill levels, disciplines and working styles. If this role resonates with you and you are excited about making an impact, but your past experience doesn’t align perfectly, we encourage you to apply anyway.

Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Negative Vetting 1 security clearance.