Service Desk Analyst (APS4), Services@ABSsalary $72,973 - $82,080 (plus 15.4% superannuation and allowances)temporary non-ongoing position, full-time hours; flexible working arrangementsThe Australian Bureau of Statistics (ABS) is seeking to recruit a Service Desk Analyst to work in our Adelaide office. This is a temporary non-ongoing position (full-time hours) for twelve months at the APS 4 classification level.
About the role Service Desk Analysts assist staff over the telephone with urgent queries and requests. They provide support, education, and guidance in relation to various computer infrastructure, the diagnosis and resolution of technical issues, and also assist with various HR-related matters, i.e., pay and leave entitlements, travel, corporate credit cards, and finance queries.
The role of the Service Desk Analyst is to provide a consistent point of contact to assist clients in resolving queries related to their day-to-day operations. There is a requirement to start at 8.00 a.m. in the Adelaide Office, to cater for the Eastern Standard Time operating hours of 8.30 a.m. – 4.55 p.m.
Key Responsibilities Work to a roster answering phone calls from a queue and managing a ticket workload.Provide high-quality customer service to ABS staff and members of the public.Apply troubleshooting techniques to resolve client queries at the first point of contact.Provide Level 1 IT support as well as assisting staff with HR queries, e.g., pay and leave entitlements, travel, and credit card queries.Use investigatory skills to determine the nature of a call while building rapport with the client.Follow and document prescribed procedures.Coach and train newer and less experienced members of a small team, where appropriate.Perform additional tasks as required from time to time by the Operations Manager.About the business area Services@ABS is part of the Security and Infrastructure Branch in the Technology Services Division of the Australian Bureau of Statistics. Services@ABS contribute to the ABS purpose by providing a responsive, high-quality, and dependable customer support service to ABS staff and members of the public when reporting issues or requesting information, access, or other services. We are responsible for managing Services@ABS, including maintaining oversight of incidents and requests, ensuring they are assigned to the correct group for actioning.
We also manage the Knowledge Library, a collection of thousands of Knowledge Articles providing how-to information to facilitate self-help and the fast resolution of issues.
What we are looking for To be suitable, you should have most or all the following skills, qualities, and experience:
Client focus with proven interpersonal and communication skills and ability to work in a team.High-level organizational skills including time management and the ability to prioritize work.Demonstrated lateral thinking and problem-solving skills.Great attention to detail and analytical skills.Ability to demonstrate initiative, motivation, and a positive work ethic.Ability to identify opportunities and contribute ideas to improve business processes.Ability to apply judgment, knowledge, and appropriate discretion in interpreting and applying legislation, instructions, guidelines, and procedures.Experience in customer service is essential.Experience working in a level 1 service/help desk role is desirable but not essential.How to apply You will need to upload your current resume and submit a statement in response to the following:
Please describe what skills and experience you have that are relevant to the role of a Service Desk Analyst. For further information about this position, please read the attached Applicant Information Kit or contact: Vivian Asmar at 08 8237 7413 or ******.
The application period closes at 11.00 p.m. (ACDT) on Monday 27th January 2025. Start your application by clicking the "Begin" button.
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