Service Desk Officer

Transcription

1 Service Desk Officer APS Level 4 Position Numbers: & Technology Team Corporate Services Group Ongoing Vacancy Full-time Canberra $59,350 to $64,908 plus 15.4% superannuation Contact Officer Sean O Brien, Service Desk Team Leader on Closing date Thursday 07 June 2012 at 11.00pm (Australian Eastern Standard Time) How to apply 1. In one combined word document include a. your completed Application Cover Sheet (the last page of this document), b. your responses addressing the selection criteria; and c. your resume outlining your work history, relevant qualifications and training. 2. Apply online - When applying you will be asked to upload your combined application and enter your personal details.

2 The Role Overview of the team Technology is responsible for providing a stable and effective ICT (Information Communications Technology) environment for the Comcare business to achieve its organisational goals. Technology also provides technical support and education to all users of the Comcare network on all matters ICT related. Overview of the role As the Service Desk Officer you will be responsible for providing level 1 technical support to the organisation and ensuring support requests are responded to in a timely manner. You will be a part of the level 1 team providing technical support by receiving phone calls, s, or walk-up requests. Level 1 support is the first point of contact for all ICT enquiries of issues requiring assistance. You will need the ability to analyse, troubleshoot and resolve complex problems in a short time frame and have excellent customer service skills. Desirable: Experience or knowledge of working within a Service Desk environment and familiarity with Office 2010 and Windows 7 Operating System. Duty statement 1. Analysing and troubleshooting ICT enquiries. 2. Contribution to maintaining ICT documentation. 3. Reporting on outstanding jobs as required. 4. Providing assistance and support for Comcare users. 5. Effective resolution of level 1 ICT issues, complaints and requests. 6. Actively develop and maintain working relationships across the organisation and with employers and stakeholders. 7. Obtain and maintain a security clearance to the Baseline Vetting Level. 8. Participate in an after hours on-call roster. 9. Actively develop and maintain working relationships across the organisation and with employers and stakeholders. 10.Represent Comcare at internal and external meetings and forums. 11.Participate in corporate learning and development activities. 12.Promote workplace safety, equity and diversity and environment practices in the workplace. 13.Demonstrate and model safe attitudes, values and behaviours in order to uphold your health and safety duties. 14.Commit to, promote and model the APS Values and APS Code of Conduct. 2

3 How to apply Your statement of claims against the selection criteria is your opportunity to demonstrate your competency and is the most important factor in determining whether your application will be short-listed. Your claims against each criterion should be no longer than a page. It is recommended that you address each selection criterion and provide evidence of your suitability. Give examples from your current or past role(s) which demonstrate how you meet the criterion. The STAR approach is one way of presenting information against selection criteria. For each criteria think about the following and use these points to form sentences: Situation: Set the context by describing the circumstance whether you used the skills or qualities and gained the experience. Task: What was your role? Approach: What did you do and how did you do it? Result: What did you achieve? What was the end result and how does it relate to the job you are applying for? For more information on how to apply for jobs in the Australian Public Service please go to: The Selection Process Comcare uses a competitive merit process. This process will take approximately four weeks for short listing, work sample testing, interviewing, reference checking and offers to be made. Eligibility and specific conditions of employment 1. Australian citizenship 2. Security Clearance (Baseline Vetting) 3. Character clearance (police records check) 4. Health assessment 5. Six months probationary period 6. Participate in an after hours on call roster For information on conditions of employment, please refer to our website 3

4 Selection Criteria The following selection criteria are based on Integrated Leadership System 1. Job Specific ο Completion of a relevant degree or work experience related to an IT support role. ο Demonstrated IT analysis, problem solving and resolution skills. 2. Supports strategic thinking. ο Understands and supports Comcare s core business and objectives. ο Aligns personal work goals with team goals and monitors outcomes and identifies issues related to priorities and problems. 3. Achieves results ο Ability to prioritise multiple tasks to meet business and/or legislative requirements. ο Takes responsibility for achieving objectives and progressing work. ο Effectively provide high quality customer support. 4. Exemplifies personal drive and integrity ο Under limited direction, develop innovative and creative approaches to addressing issues and challenges in the work group/business unit/organisation. ο Commitment to continuing personal learning and development. ο Commitment to and ability to model the behaviours required by the APS Values, APS Code of Conduct and Comcare Leadership Values. 5. Communicates with influence ο Well developed written and verbal communication skills. ο Listens, understands and adapts to audience. ο Builds and sustains positive relationships with colleagues and customers. 4

5 What we offer Comcare offers employees attractive employment conditions, including: 5

6 APPLICATION COVER SHEET Note: Complete and save this form before commencing your online application. APS Level 4, Service Desk Officer, Technology Team Canberra Title Surname Address Birth Date (optional) Given Name Preferred Name State Postcode Contact Number(s) Address Current Employer Position Title Are you currently working in the Australian Public Service? If yes Ongoing Non-ongoing Substantive Level Acting Level AGS Number Are you an Australian Citizen? Have you received a redundancy benefit from an APS Agency or Parliament Service? If yes, please advise of the redundancy benefit period expiry date Have you ever been found to have breached the APS Code of Conduct? If yes, please specify employer s name and the date? Do you have a security clearance? If so, what level? i.e. protected/secret Please provide two current referees who have supervised and assessed your performance within the workplace. Name Name Relationship Contact Relationship Contact Do you require any special arrangements to be made for assessment e.g. interview? If yes, a member of the selection panel will contact you for more details. 6