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Job Summary: Please note that this opportunity is open only to Australian Citizens The successful applicant must have, or be willing to undergo a security clearance to the level of Negative Vetting 1 as a condition of employment. To satisfy character requirements all AFSA employees must undergo a police records check. Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment.

Job Details: KEY RESPONSIBILITIES

ACCOUNTABILITIES


Deliver first level support to AFSA’s stakeholders via the phone, remote tools and in
person for enterprise and corporate systems and triage incidents for escalation as
required 

Ensure first level ICT queries and issues are identified, recorded, diagnosed and resolved

in a timely manner including internal escalations within ICT and those involving external

Vendors 

Ensure clients are kept up to date on the status of reported incidents and resolve issues
within established timeframes in accordance with Service Level Agreements 

Work collaboratively within a geographically dispersed Service Desk & escalated support
teams to ensure a quality outcome for clients 

Contribute to information sharing within the team by documenting processes and
standard operating procedures as required and proactively update the knowledgebase for
both client and support staff 

Provide back up to the onsite Client Technologies analyst when unavailable by:

o Managing printer consumables and vendor support

o Moving, replacing and imaging Desktops & laptops and

o Managing assets e.g. stocktake, disposal and creation. 

Understand IT policies & procedures 

Display, uphold and adhere to the APS Values, Code of Conduct and AFSA’s Workplace
Diversity Program 

Understand and comply with the agency risk management framework and relevant
legislation. Contribute to identification, reporting and mitigation of risks in your area 

Comply with WHS obligations and take responsibility for own health and safety and that of
others

ESSENTIAL CAPABILITIES

ACHIEVES RESULTS

Supports the timely delivery of quality outcomes through teamwork, planning, prioritising,

organising and working to agreed objectives, procedures, timeframes and assigned resources.
AFSA Selection Documentation: APS Level 4 Service Desk Analyst

October 2019

ICT SUPPORT

Uses ICT knowledge to process and respond to client enquiries with a view to resolving or

escalating where required.

CLIENT SERVICE

Manages a variety of client situations, responding promptly to customer requests for service and

actively soliciting feedback to improve service delivery and increase customer satisfaction.

Provides information to clients and stakeholders to enable informed decision making.

COMMUNICATES EFFECTIVELY

Prepares correspondence, reports on a variety matters, presents information verbally and in

writing to the team and stakeholders and listens to ensure that other people’s views have been

accurately understood.

APPLICATION DETAILS

The application is the tool that the selection committee will use to shortlist applicants.

Your application must include:

1. A completed position application form (available on the AFSA website)

2. Resume outlining your career history, qualifications and include contact details for at least
two recent referees

3. A one page pitch that considers the key responsibilities and essential capabilities of the
position and states the following: 
Why you are interested in the position 

How your skills and experience make you the best person for the position 

What value you can add to AFSA and the ICT Services Division.

4. State the position title and location in the subject line and email: recruitment@afsa.gov.au

Applications must be submitted no later than Monday 28 October 2019

A selection decision may be made on the basis of your application only. A telephone interview may

be conducted in the first instance. Candidates may also be required to undergo psychometric

and/or work sample testing as part of this selection process.

If you are an applicant with a disability or other special needs, please contact the Disability Access
Coordinator on (02) 8233 6999 to discuss any requirements that may assist you in your application.