About the Mint The Royal Australian Mint ('Mint) makes coins and other minted products to serve the needs of the Australian Economy, foreign countries, investors and collectors. We are stewards of a thriving National Institution that showcases our Nation's stories through the National Coin Collection and a world-class museum and gallery experience. The Mint is a small government agency operating within the Commonwealth Government portfolio of the Treasury. The Mint is a Non-Corporate Commonwealth Entity and is Listed under the Public Governance, Performance and Accountability Act 2013 (Cth) (PGPA Act). The Mint is covered by the Public Service Act 1999 (Cth) (PS Act). About Information & Security Branch Information & Security Branch coordinates the IT and Security services and support to the mint to enable the organisation to produce circulating coins, preserving the National Coin Collection and telling the stories of Australia by recognising significant anniversaries, events and organisations through coins. The Application Support is a team responsible for supporting the core applications of the Mint and works in collaborations with other IT teams within the branch to support the Mint in meeting its objectives and obligations. About the Role Working within the IT Service Delivery team, the Service Desk Officer provides customer focused Service Desk services to approximately 260 employees within an ITIL framework. As the first point of contact for the IT section, the Service Desk Officer receives, prioritises, and allocates incoming service requests and incidents. They also resolve first and some second level service requests and incidents. The Service Desk Support Officer develops and maintains ICT asset registers, procedures and documentation for level 1 and 2 services, incident resolutions and problem workarounds. They are responsible for identifying and resolving or escalating repeating incidents and assessing the impacts on the wider business. They apply creativity to identify solutions and new technologies, fostering an environment of continuous improvement. The key duties of the position include The duties of this position include: Providing customer focused Service Desk services including actioning, prioritising and allocating service requests and incidents, and resolving level 1 and some level 2 requests/incidents. Identifying and investigating repeat incidents to determine underlying problems, including identifying the impact, developing and implementing workarounds or solutions, or escalating the problem to relevant stakeholders within an ITIL framework. Assigning and/or deploying ICT hardware and software to stakeholders and performing annual ICT asset stocktakes. Liaising with external support contacts for level 1 and 2 ICT services and incident remediation. Maintaining and servicing a range of ICT systems, hardware and applications to support business needs. Contributing to continuous improvement by identifying and implementing new technologies, modifying processes and service offerings, and undertaking broader IT initiatives. Coordinating with business areas and providing information and advice to support and achieve IT requirements. Developing and maintaining procedures, and documentation for level 1 and 2 services, incident resolutions and problem workarounds. Ensuring compliance with team, branch, Mint and whole of government procedures, policies and frameworks.
