1 Candidate Information Pack APS4 Service Desk Analyst Job Reference Number 268_11/24 Position Title Service Desk Analyst Classification APS4 Status Ongoing Salary Range $77,331 - $83,121 + 15.4% Superannuation Contact Person Ian Connolly Contact Job Title Director, ICT Operations Contact Number (02) 7929 8012 Contact Email ian.connolly@ndiscommission.gov.au Number of Vacancies 1 Division Corporate Branch Chief Information Officer Section ICT Operations Location Penrith NSW Date Applications Open 7 November 2024 Date Applications Close 20 November 2024 About the NDIS Quality and Safeguards Commission The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent agency established on 1 July 2018 to improve the quality and safety of NDIS supports and services. The NDIS 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 2013. The NDIS Commission’s core legislative functions Uphold the rights of, and promote the health, safety, and wellbeing of, people with disability receiving supports or services, including those received under the NDIS. 2 Develop a nationally consistent approach to managing quality and safeguards for people with disability receiving supports or services, including those received under the NDIS. Promote the provision of advice, information, education, and training to NDIS. providers and people with disability. Secure compliance with relevant legislation through effective compliance and enforcement arrangements. Promote continuous improvement amongst NDIS providers and the delivery of progressively higher standards of supports and services to people with disability. Develop and oversee the broad policy design for a nationally consistent framework. relating to the screening of workers involved in the provision of supports and services to people with disability. Engage in, promote, and coordinate the sharing of information to achieve the objects. of the relevant legislation. Provide NDIS market oversight, including: I. By monitoring changes in the NDIS market which may indicate emerging risk II. By monitoring and mitigating the risks of unplanned service withdrawal. The NDIS Commission is a disability friendly organisation that offers interesting and challenging roles. People with disability are encouraged to apply for jobs in the Commission. Corporate Division The Corporate Division is responsible for delivering all corporate service activities across the Commission, and for advising on and supporting the strategic direction of the Commission. The Corporate Division consists of the following functions: • Property • Security • Finance • Procurement • HR • ICT • Internal Audit • Internal Fraud • Corporate Support Information Management ICT Operations Team The ICT Operations team partners with NDIS Commission personnel, government agencies and third party suppliers to deliver effective and efficient ICT systems and services in support of the Commission’s overall purpose. The ICT Operations team has a strong working relationship with Services Australia, the National Disability Insurance Agency, the Department of Social Services, the Department of Health and state-based Worker Screening Units. 3 Key duties The Service Desk Analyst is the first point of contact for ICT support within the Commission and for external inquiries. The role provides technical and functional support for hardware, multiple application and service-based inquiries. Duties may include, but are not limited to, the following: responding to enquiries from internal and external stakeholders, including VIPs, referring complex questions to the relevant internal business team or the Managed Service Provider VIP service assisting in the use of the ICT applications in the Commission, including training and user support responding to enquiries in relation to desktops, laptops and smart phones and including video conferencing and network hardware ensuring all requests are recorded, managed and owned through to resolution and closure by keeping the Service Desk system up to date provisioning accounts and access in line with security and approval processes within the Commission maintaining the asset register for the Commission’s ICT equipment, including equipment moves, additions, changes, loans and SIM accounts assisting with the on-boarding, off-boarding and reallocation of staff. Skills, Knowledge and Personal Attributes It is desirable for the occupant of the position to have: at least one (1) year of ICT Service Desk Level 1 support experience, or similar experience in using and supporting the Microsoft Office suite of software, including Microsoft 365 and MSTeams previous experience in an ICT operational management a good understanding of the ITIL framework. 4 The following are highly desirable: 1. Experience in a complaints handling, mediation or communications role. 2. Knowledge of the NDIS and an understanding of the role of the NDIS Commission. 3. Experience working in the disability sector. 4. Working knowledge of the NDIS Act. 5. Previous experience working in an Integrity Unit or Ethical Standards Unit. Employment suitability requirements All NDIS Commission personnel are required to meet employment suitability requirements prior to, and throughout, their employment. Pre-employment To be considered in this role, candidates will need to: be an Australian Citizen, and have a favourable National Police Check, and have or be willing to obtain and maintain a Baseline Vetting security clearance. Should business need arise, be willing to obtain and maintain a Negative Vetting Level 1 or Negative Vetting Level 2 security clearance. See AGSVA website for more details Security | Sectors | Defence, and complete a NDIS Commission external influences and associations declaration form. Ongoing suitability NDIS Commission employees are required to comply with the APS Code of Conduct and at all times behave in a way that upholds the APS Values and Employment Principles, and the integrity and good reputation of the NDIS Commission and the APS. The NDIS Commission completes regular internal screening, monitoring and assessments to ensure all employees meet employment suitability requirements. 5 How to apply This role will be filled on an ongoing basis. The merit assessment process is chosen to suit the circumstances of the vacancy, the business environment in which it operates and generally includes the following stages. Stage Description Apply Applications are to be submitted online via the NDIS Commission current vacancies page. Submit a statement of claims describing how your skills, knowledge, experience would make you the ideal person for the role. Please ensure you address the Key Duties and Desirable Qualifications/ Experience in your statement. This statement should be a maximum of 1000 words. Shortlist Applicants for this process will be assessed on their written application using the APS Work level standards and Integrated Leadership System (ILS). Shortlisting is undertaken to identify the applicants with the strongest claims. Interview Shortlisted applicants will be invited to attend an interview. Interviews may be held in person, by phone or video (Microsoft Teams) Referees Attach an up-to-date Curriculum Vitae (CV) and the contact details for two referees, one of whom must be your current (or most recent) supervisor. Process Complete After the delegate has approved the assessment outcomes all applicants will be notified. Further assessment The selection panel (usually 2-3 people) acquires as much information as they consider necessary. This may include contacting referees, undertaking an interview, a work sample test and/or psychometric testing may also be included in the assessment. The contact person for the vacancy is available to provide further information about which assessment techniques will be used. RecruitAbility We participate in the Australian Public Service RecruitAbility Scheme to attract applicants with disability by removing some of the barriers in recruitment and employment processes. The scheme provides an opportunity for applicants with disability to progress to the next stage in the selection process if they are assessed as meeting the minimum requirements of the job. Disability is defined as ‘current limitation, restrictions or impairment, which has lasted, or is likely to last, for at least six months and restricts everyday activities. More information about RecruitAbility can be found at: More information can be found at RecruitAbility scheme: A guide for applicants. Aboriginal and Torres Strait Islander peoples We recognise the richness of Aboriginal and Torres Strait Islander cultures, and the unique knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy 6 development and service delivery. We welcome and encourage applications from Aboriginal and Torres Strait Islander peoples. Merit Pool A merit pool may be created and utilised within 18 months from the date this vacancy was advertised on APSJobs.