The APS6 Help Desk oversees the Office's help desk function. The role also provides support for the Office's critical applications which include the Case Relationship Management (CRM)and Electronic Document and Records Management System (EDRMS). This role is part of the ICT, Security and Information Management Team. The team leads the Office's technology and information management practices. In additional to the Help Desk, this team provides ICT Applications, ICT Operations, Information Management, Cyber Security and Protective Security Services. The successful candidate will have broad experience across System Development, ICT Service Management, and ICT Operations. Candidates should enjoy working in a collaborative team environment in a multi-disciplinary team. You should have: Experience leading small teams, preferrable in a help desk function Extensive experience in help desk and first level support of end user devices and environments. System Administration Experience Experience with Microsoft Azure Experience with Microsoft Active Directory and Entra. Experience with Microsoft Dynamics 365, Power Apps, Power Pages and SharePoint is desirable. Experience with Resolve CRM and Objective EDRMS is desirable. Experience with Microsoft Purview is desirable. Excellent attention to detail and analytical skills. Good Problem-Solving skills. Strong communication and interpersonal skills. Ability to work collaboratively with diverse stakeholders. Qualifications in Information Technology or related fields desirable but not a requirement. The key duties of the position include Duties are to be performed under broad direction from Applications Manager, in accordance with the APS Code of Conduct, upholding the APS Values and upholding the office values of independence, impartiality, integrity, accessibility and professionalism. In doing this you will support the office through: Leading, managing and supporting a small team of help desk analysts. Monitoring, tracking and reporting on the Office's service requests. Communicating with Office staff on ICT services requests and providing in-person and phone support, as required. Managing ICT standard service escalations and ensuring any issues are resolved in a timely manner. Troubleshooting and resolving technical issues. Coordinate Technical Change Request for the weekly Technical Change Advisory Board Coordinate Incidents and Problems to be discussed at the Fortnightly Issues Management Meeting. Manage the Office's ICT Assets including keeping the register up to date. Ensure help desk processes and knowledge articles remain up to date. Identify and recommend improvements to help desk operations. Support the introduction and day-to-day management of our new 'Microsoft Dynamics 365' CRM and 'SharePoint" record management systems. Provide additional ICT support when required including system administration and incident response.
