Premium Job

Job Summary: Adelaide or Perth location APS3 - $56,955 - $64,202 or APS4 -$64,256 - $72,275 (plus 15.4% superannuation and allowances) Ongoing (permanent) full time positions

Job Details: The Australian Bureau of Statistics (ABS) has current vacancies for Service Desk Analysts to provide ICT and corporate help and support to ABS staff and members of the public via Services@ABS.
About the Area


Services@ABS is part of the Services & Information Management section within the Security and Infrastructure Branch of the Technology and Security Division in the Australian Bureau of Statistics. The Services@ABS team of 15 staff is located primarily in Adelaide but also has a small presence in Perth.


Services@ABS assists ABS staff and members of the public find and access the services and information they require. We provide ICT and corporate functions, including a Service Desk that delivers level 1 and level 2 support for ABS office and Field Interviewer staff.


Services@ABS manages the service catalogue and also manages the Knowledge Library, a collection of thousands of knowledge documents answering questions, providing how-to information, and facilitating self-help and fast resolution of problems.


Services@ABS is client-focused, and committed to providing effective and responsive service to end users.


About the Role


The role of the Service Desk Analyst is to provide a consistent point of contact to assist clients to resolve queries related to their day to day operations.


We are seeking motivated people with exceptional customer service skills, have strong problem-solving skills, show initiative and curiosity and are willing to work within a roster based environment.


As an APS3 or APS4 in the Service Centre, you may be required to:

work to a roster answering phones calls from a queue and managing a ticket workload
apply troubleshooting techniques to resolve client queries at first point of contact
use investigatory skills to determine the nature of a call while building rapport with the client
follow and document prescribed procedures
perform additional tasks as required from time to time by the Operations Manager Services@ABS.

In addition to ticket resolution duties, Service Desk staff also educate clients on:
how to use the Services@ABS portal
how to search for knowledge
how to self help for quicker problem resolution.

Further Information


For more information, including the key qualities, skills and experience required for this role, please refer to the Applicant Information Kit, where you can also find details for the relevant contact officer. If you require technical help submitting your application, please contact ABS National Recruitment on 1800 249 583.


To apply, please click the Begin button to commence your application. Applications must be submitted by 11:30PM AEDT on 30 October 2019.


Applicant Information Kit < >