Service Desk Technical Officer

Job Title: Service Desk Technical Officer
Contract Type: Contract
Location: Melbourne CBD, Victoria
Salary: Negotiable
Reference: 188852_1544745749
Contact Name: John Cassisi
Contact Email:
Job Published: December 14, 2018 11:02

Job Description

  • till end of June 2019 with extension options
  • CBD location
  • Service Desk - Applications Support

A small Government agency is looking for a Technical Service Desk Officer to support their critical inhouse applications.

The role is responsible for providing technical and general help desk support services to both internal and external business system users.

Required skills and experience for the role;

  • Developing and maintaining a detailed knowledge of the technical, functional and operational procedures for the regulatory management and online application system ; EDRMS ; and revenue management system for the purposes of providing managed help desk services to users;
  • Developing and maintaining a detailed knowledge of the technical requirements and functionality for the system integration services between the internal business systems; and external interfaces, in particular the national register of vocational education and training products and providers ( Monitor and manage any issues that arise with the publication of information on the national register and the population of asqanet with training product information;
  • Operating the Service Desk in accordance with the service catalogue, service standards and performance measurements for delivering help desk services covering core business systems and integration services; and
  • Identifying and reporting operational and technical issues affecting the successful operation and use of core business systems and integration services.
  • provides support to both the ICT Services Manager and the Service Desk Lead in the preparation of incident and service request reports
  • liaises with the Business Integration Lead roles for the coordination of ICT communication and change management processes, including the execution of business acceptance testing.

Required skills and experience for the role;

  • Demonstrated experience in the provision of service desk support services to users with diverse capabilities and skill sets within a moderately complex business environment;
  • Demonstrated experience in analysing incidents and service requests with the ability to identify the technical issues that may be the cause of these incidents and service requests;
  • Demonstrated ability to rapidly acquire knowledge of business system functionality, business processes and the operational environment of an organisation;
  • Demonstrated experience in the use of service desk and knowledgebase software such as Atlassian Jira and Confluence, and Microsoft SCSM;
  • Demonstrated interpersonal, written and oral communication skills including experience in communicating with and presenting information to both business and information technology stakeholders; and
  • Demonstrated ability to work in a team environment with limited direction, and to manage conflicting priorities, meet deadlines and exercise professional judgement.

Due to security clearance requirements for this role, candidates must be Australian Citizens who currently hold or are able to gain an Australian Government security clearance

For more information or a confidential discussion, please contact John Cassisi on 03 8080 7260 quoting reference: #188852