1. Great Opportunity with Federal Government
2. Temporary for 6 months
3. Location Parramatta and Penrith
McArthur is seeking for an organised ICT Service Desk Assistant to act as first point of contact for support for external inquiries.
Location: Penrith and Parramatta
About our client
The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent agency established on 1 July 8 to improve the quality and safety of NDIS supports and services. The Commission is the dedicated national regulator of NDIS service providers in Australia and a non- corporate entity under the Public Governance, Performance and Accountability Act 3
About the role
The Service Desk plays a critical role as the agencies first point of contact for support within the organisation and for external inquiries. It provide technical and functional support for hardware, multiple applications and service based inquiries professionally and with exceptional customer service through an organised and collaborative approach by ensuring incidents are handled timely and correctly.
This position will provide a range of administrative, support services to the ICT team, and support the service desk in performing its vital operational functionality
Responsibilities
The successful candidate will:
For NDIS Providers/Workers:
4. Provision system access to the Commission's external Portals as required.
5. Assist with procedure enquiries, by either directly answering straightforward process questions or referring complex process questions to the relevant internal business team.
For Commission staff:
6. Assist in the use of the IT applications across the Commission, including training and user support.
7. Assist with on-boarding of new staff and relocation of existing staff
8. Escalate system access requests to DSS Tier 2.
9. Support with enquiries in relation to desktops, laptops, smart phones and Video Conferencing devices
Generally:
10. Provide phone, email and face to face support
11. Ensure all requests are effectively recorded, managed and owned through to resolution and closure by keeping the Service Desk system up to date with current information
12. Accurately logging the resolution or investigative work performed into the Service Desk system
13. Maintain ownership of assigned work, including monitoring, keeping customers informed of progress, and resolution within defined timeframes.
14. Apply troubleshooting and analytical skills and present facts to ensure proper problem determination
15. Triage issues raised, identify what additional information is required and either solve the issue or escalate to the relevant resolver group
16. Work with the Service Desk team identify faults or performance issues in the business application (COS) and liaise with Services Australia Tier 2 technical support desks for rectification action
17. Ensure timely completion of support calls, ensuring accuracy whilst attempting to resolve the issue on the first logged interaction
18. Follow all user guides and procedures
19. Provision accounts and access in line with security and approval processes within the Commission
20. Provide input on incident and service requests to work to improve the Tier 1 support team knowledge base via process improvements and new documentation
21. Manage time appropriately to ensure prompt resolution of user issues
22. Provide Hardware support for Networking equipment, VCs, telephones, mobiles, laptops, desktops, screens, cabling
23. Accurately maintain, update and verify asset records on the asset register for Commission's IT equipment including equipment moves, additions, changes, loans and SIM accounts.
24. System data matching and potential fixing of this data
25. Actioning of system access requests
26. Management of assets for on/off-boarding of staff
27. Provide on the ground support across national footprint as required
28. Other items as requested
Our ideal candidate
Our ideal candidate will have a positive attitude to the potential for people with disability to lead ordinary lives
29. At least 1 year of ICT support experience and experience in using and supporting the Microsoft Office suite of software and Apple mobile devices
30. Ability to work through, and progress, work issues with limited direction
31. Be flexible and adapt quickly to a changing environment
32. Have high levels of integrity and professionalism
33. An understanding of the ITIL framework
34. An understanding of computing hardware and strong problem solving skills with the ability to quickly and accurately troubleshoot issues
35. Ability to quickly establish, build and maintain relationships with internal and external customers and vendors
36. Demonstrated analytical and problem-solving skills.
37. Excellent written and verbal communication skills
38. Ability to work individually or as part of a team
39. Self motivated
40. Excellent customer service skills
41. Strong organisation skills and attention to detail
42. An understanding of ICT and interest in the area
43. Previous use of an IT Helpdesk system similar to Microsoft Service Manager would be well regarded.
44. In addition, experience working in Government or providing services to a Government Agency and knowledge and experience in MSTeams would be beneficial
The suitable applicant will also be required to obtain and maintain a security clearance conducted by the Australian Government Security Vetting Agency (AGSVA) at the Negative Vetting 1 level or above. To be eligible to obtain a security clearance (Baseline, Negative Vet 1 or Negative Vet 2) applicants must be an Australian Citizen
If you meet the criteria above please submit your application by Tuesday 6th September at 5:pm.
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