ABOUT THE TEAM The Ministerial Communications Network (MCN) Service Desk is part of the customer focused Business Engagement Team that sits within the Services Section. The MCN Service Desk is the first point of contact for Secure Communications services for internal and external customers. The team provides Tier One support, communication, education and training to internal teams and external customers, including VIPs such as Ministers, Assistant Ministers and agency Department Heads. The team supports the branch by building relationships with stakeholders to support continual improvement activities and by also assisting our Tier Two, Technical and Operational teams to troubleshoot issues. The team provides: Tier One help desk support, and troubleshooting, to Australian Government employees who use the MCN. Support and contribute to delivering training information to educate customers on the use of the National Telepresence System (NTS) and Document Transfer System (DTS). Support and administration of the (NTS) Online Booking System. Stakeholder Engagement Plan coordination and implementation. Service catalogue management and maintenance. The key duties of the position include THE OPPORTUNITY As a Senior Analyst for the MCN Service Desk you will assist the team lead with overseeing the day-to-day operations of the Service Desk to ensure quality standards are maintained. You will support the team to provide professional technical support and customer focused service delivery. Secure Communications services are located all over Australia in capital cities and regional locations. You may be required to travel domestically to provide training as well as represent the Department to other Government organisations. To be successful in this role you will have experience in a customer service role and demonstrated skills to perform the role. You will be required to: Maintain an understanding of Secure Communications business processes and systems. Respond to challenging client service requests and enquiries in a controlled and professional manner. Liaise with Network Operations Centre (NOC) and other Secure Communications teams to action service requests and respond to incidents efficiently and effectively. Act as the initial escalation point for Sev 1 and Sev 2 incidents, maintaining composure under pressure. Support a team in the management of Incidents, Problems and Services Requests in accordance with the ITIL framework. Ensure all team jobs are logged and managed appropriately in IT Service Management Tool (HelpMaster), raising concerns when needed. Support and contribute to delivering training information to educate customers on the use of the NTS and DTS. Mentor and train new staff in the operations of the Service Desk, actively promoting a shared knowledge environment. Foster strong working relationships with both internal and external stakeholders, being able to liaise and negotiate with clients to deliver a high level of customer service. Work on a rotational basis between 07:30am and 5.00pm Monday to Friday, including at least one early and one late shift per week. DETAILED VACANCY INFORMATION For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.
