Looking to broaden your horizons? We have exciting career pathways available for the right Service Desk person! Expand your knowledge and help us develop our ITSM portfolio. The system we utilise is ServiceNow. We have multiple ongoing roles available within our Enterprise Technology Group (ETG) branch at The Administrative Review Tribunal. These roles can be located in Canberra, Brisbane, Melbourne and Perth. This role is internally known as an APS5 Senior ETG Support Officer. About the opportunity Work and develop with a dedicated team of enthusiastic and friendly colleagues across the country. We offer a clear career pathway for the right candidate from the service desk, into other IT teams such as Cyber Security, Network and Systems Administration/Engineering, Application Development and Support as well as Project Management. About the Tribunal The Administrative Review Tribunal plays a crucial role in the Australian legal landscape, providing a process for individuals and organisations to seek an independent review of decisions made under a wide range of Commonwealth laws. We believe in providing our employees with a work environment that is supportive and rewarding. Our culture is one that welcomes all and we embrace flexibility and diversity. We believe our people are our most valuable asset and we work to support the skills, knowledge and capability of our staff. You can learn more about the Tribunal on our website . What we offer: We believe the little extras can make a big difference in supporting your success and some of our great incentives include: flexible working options, including flexi-time to support you with your commitments outside of work competitive salary including generous superannuation employer contribution of 15.4% salary packaging options supportive career development opportunities access to holistic health and wellbeing programs including Fitness Passport which provides discount to 350 gyms, free annual influenza vaccinations and free eye tests generous leave allowances including Christmas to New Year office closure with no deduction from your leave balance Employee Assistance Program for you and your family positive and inclusive culture. Read our Enterprise Agreement for more information about our terms and conditions of employment. The key duties of the position include Service delivery: Provide high quality, responsive and timely 1st and 2nd level IT support to members and staff of the Tribunal. Availability to adequately cover Service Desk functions onsite as rostered and required. Delivery and stakeholder management: Foster effective and productive working relationships with internal and external Tribunal stakeholders. Liaise with external service providers in relation to support arrangements, procurement, invoicing, and project tasks as required. Represent the ETG in projects, meetings, forums, etc. Maintain the security, confidentiality, integrity, availability and accountability of the Tribunal's systems and information assets, ensuring compliance with Tribunal and whole of government policies and standards. Advice and education: Provide team members and clients at all levels with specialist technical advice, ensuring advice is clear, targeted, and educative. Assist with developing and delivering training and producing self-help and user guides. Provide planned or ad hoc training for clients with varying technical competencies. Management support: Support the Team Leader in ensuring technology support follows ITIL principles and is managed efficiently, balancing resources, time, and cost. Provide advice and support to the Team Leader in automating Service Desk tasks and solutions. Ensure all procedures are fit for purpose, drafting revised procedures for Team Leader consideration where deficiencies are identified. About you: We are looking for people wanting to develop their careers. You will be hardworking, bright, knowledgeable, and keen to learn more and advance in your career. To be successful you will have: Demonstrated experience operating as a contact point for customers Extensive experience in monitoring and managing incident queues Proven capability in following agreed procedures to identify and resolve issues with applications Extensive experience in investigating and resolving problems in systems, processes, and services
