Multiple Opportunities - Level 1 And 2 Ict Support, Aps Level 5 & 6, Chief Information Officer

Multiple Opportunities - Level 1 and 2 ICT Support, APS Level 5 & 6, Chief Information OfficerAbout the DepartmentThe Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government's economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:
Growing innovative & competitive businesses, industries and regionsInvesting in science and technologyStrengthening the resources sector.About the teamThe Chief Information Officer Division (CIOD) is an exciting, fast-paced team that drives the digital agenda for the Department of Industry, Science and Resources. The CIOD leads the department's digital agenda by partnering with our stakeholders to co-design digital experiences, making it simpler to innovate, collaborate, communicate, and continue to evolve digital services using leading-edge technology and smart design.
The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology.
The Desktop Support team sits within ICT Operations and are responsible for delivering high level customer service and technical specialist support on a variety of technology and services to all staff across the department. The Desktop team are also responsible for the tracking and provisioning of assets and for the licensing and packaging of software.
The Corporate, Executive and Digital Support Team (CDESS) is a cross skilled unit that provides general frontline support. They are response for delivering high level customer service for level one corporate and technical support to departmental staff and external clients.
The opportunityWe are looking to fill multiple vacancies across the branch, including the Desktop Support Team and the Corporate, Executive and Digital Support Team (CDESS).

Our Desktop Support Team are seeking:

APS Level 6 Senior Desktop Support Officer – Software Management CanberraApplications close 05/05/2024About the DepartmentThe Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government's economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:
Growing innovative & competitive businesses, industries and regionsInvesting in science and technologyStrengthening the resources sector.About the teamThe Chief Information Officer Division (CIOD) is an exciting, fast-paced team that drives the digital agenda for the Department of Industry, Science and Resources. The CIOD leads the department's digital agenda by partnering with our stakeholders to co-design digital experiences, making it simpler to innovate, collaborate, communicate, and continue to evolve digital services using leading-edge technology and smart design.
The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology.
The Desktop Support team sits within ICT Operations and are responsible for delivering high level customer service and technical specialist support on a variety of technology and services to all staff across the department. The Desktop team are also responsible for the tracking and provisioning of assets and for the licensing and packaging of software.
The Corporate, Executive and Digital Support Team (CDESS) is a cross skilled unit that provides general frontline support. They are response for delivering high level customer service for level one corporate and technical support to departmental staff and external clients.
The opportunityWe are looking to fill multiple vacancies across the branch, including the Desktop Support Team and the Corporate, Executive and Digital Support Team (CDESS).

Our Desktop Support Team are seeking:

APS Level 5 Desktop Support OfficersAPS Level 6 Senior Desktop Support Officer – Asset ManagementAPS Level 6 Senior Desktop Support Officer – Software ManagementOur Corporate, Executive and Digital Support Team (CDESS) are seeking:
APS Level 5 Corporate and Digital Support OfficersAPS Level 6 Corporate and Digital Support Team LeadersWorking at DISR can also lead to an exciting journey and career in a highly complex and integrated environment as the department supports both established and growing industries including space, resources and science for the benefit of all Australians.Our ideal candidateOur ideal APS Level 5 Desktop Support Officer has:

a customer-focused approach to work and genuinely enjoys helping people with technology.the ability to provide high quality customer service and consider the end-user experience in all aspects of work.good problem solving and troubleshooting skills across a wide range of technology and services.well-developed written and verbal communication skills and positively contributes to the team's culture.well-developed interpersonal skills and the ability to work well with all levels of the organisation.a positive attitude and readily assist the team with priority work as it emerges.Our ideal APS Level 6 Senior Desktop Support Officer – Asset Management has:
a user-centric approach to all matters and ensure high quality customer service.the ability to work independently, exercising sound judgement when faced with complex problems, including when and how to escalate matters.good problem solving and troubleshooting skills across a wide range of technology and services.well-developed verbal and written communication skills with the demonstrated ability to develop sound business cases. demonstrated experience in work aligned with budget cycles and establishing relationships with procurement and ICT sourcing business areas.Our ideal APS Level 6 Senior Desktop Support Officer – Software Management has:
a customer-focused approach to work, genuinely enjoys helping people with technology and has well developed stakeholder management skills.the ability to work independently and present themselves in a professional manner.experience in Desktop level 2 support services.good problem solving and troubleshooting skills across a wide range of technology and services.demonstrated experience in software and license management.well-developed written and verbal communication skills, including the ability to develop detailed internal guidance material and operating procedures.Experience with level 2 desktop support, ServiceNow, CyberArk and experience working across multiple environments including on-prem, Cloud and Active Directory is desirable.

Our ideal APS Level 5 Corporate and Digital Support Officer has:
an expanded knowledge and skill set to provide basic support in both Corporate and Digital Support ServicesGenuine interest in being a multifunctional team member in both corporate and digital capacitycall centre/Service desk troubleshooting experienceexperience or the ability to learn support toolsdemonstrated abilities in articulating and communicating technical issues with clients to find a resolutiona creative approach in solving problems and troubleshootinga willingness to learn, take ownership and follow througha desire to actively increase skills, knowledge and capabilitywell-developed interpersonal skills and the ability to work well with all levels of the organisationa positive and friendly attitude while genuinely enjoying helping people with technology and corporate requestsExperience with ServiceNow is desirable, however, not essential.

Our ideal APS Level 6 Corporate and Digital Support Team Leader has:
well-developed leadership and people management skills, including the ability to provide direction, support, and effective performance management of staffdemonstrated ICT diagnostic and analytical skills, supported by a knowledge of ITIL and ITSM practices to support a complex IT environmentwell-developed internal and external stakeholder liaison and negotiation skills.well-developed written and verbal communication skills, including the ability to communicate complex technical matters to non-technical audienceswell-developed organisational skills, including the ability to manage one's own and the team's workflow and prioritiesrelevant experience in a comparable IT environmentgenuine interest in being a multifunctional team member in both corporate and digital capacitycall centre/Service desk troubleshooting experienceexperience or the ability to learn support toolsdemonstrated ability to articulate and communicate technical issues with clients to find a resolutionwell-developed interpersonal skills and the ability to work well with all levels of the organisation strong skills in dealing with peoplea positive and friendly attitude and genuinely enjoys helping people with technology and corporate requests.For this position knowledge of Infrastructure Technology Library (ITIL) and IT Service Management (ITSM) is essential.

Experience with ServiceNow is desirable, however, not essential.

Our department has a commitment to inclusion and diversity, with an ambition of being the best possible place to work. This reflects the importance we place on our people and on creating a workplace culture where each and every one of us is valued and respected for our contribution. Our ideal candidate adds to this culture and our workplace in their own way.What you will doAs a Desktop Support Officer at the APS Level 5, you will:

Provide ICT technical support to users for workstations, laptops, mobile devices, software, peripheral hardware, system administration, video conferencing and networking via phone, email, instant messaging, service requests, and general face to face onsite support.Support with the deployment of new laptops and hardware to users across Canberra and interstate offices.Assist users with data migration and ensuring a smooth transition for users onto new hardware.Assist to find solutions to ICT problems faced by users during the hardware rollout project and the business including supporting users through ICT change activities and digital innovation.iOS Mobile Device Management (MDM) configuration, administration, and training as required.Support with documenting and processing ICT assets into the asset register.Be an active participant in team meetings, providing feedback, problem detection, solutions, escalation, seek advice and assistance if needed.In addition to the above, as a Senior Desktop Support Officer in Asset Management at the APS Level 6, you will:
Work closely with the Assistant Manager with all asset management strategies and operations, including consistently identifying opportunities for process improvement. Work collaboratively across the team, supporting cross skilling with members and forming effective working relationships across the branch. Readily assist the team with other priority work as it emerges.Manage the daily asset management operations.Support continual improvement and evaluation of existing asset management processes Work closely with the Desktop team to provide operational support in the provisioning of fit for purposes devices Develop business cases for the provision of larger scale assets Establish and maintain effective working relationship with the procurement and sourcing teams. Assist the Desktop team in a wide range of level 2 support, ensuring high quality support for the end-userIn addition to the APS Level 5 duties, as a Senior Desktop Support Officer in Software Management at the APS Level 6, you will:
Triage and resolve requests related to software management, licensing and packaging. Work with requesting business areas to identify fit for purpose applications to meet business needs. Establish and maintain effective working relationships with Level 3 Service Operations and ICT sourcing teams. Actively research and assess the suitability of online software. Work collaboratively across the team, supporting cross skilling with members and forming effective working relationships across the branch. Create and improve existing guidance material. As a Corporate and Digital Support Officer at the APS Level 5, you will:
Support DISR main switchboard, providing advice and directing calls to other areas within Department.Provide Level 1 ICT service desk support for all department staff including Portfolio AgenciesProvide Level 1 corporate triage services for all department staff including our Shared Service Client AgenciesAssist with complex and escalated customer enquiries.Monitor team service request queue respond to and resolve Level 1 & 1.5 ICT or Corporate customer enquiries within Service Level Agreements (SLA) timeframesMaintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team.Assist to find solutions to corporate and ICT problems faced by users and the business including supporting users through change activities and digital innovation.Be an active participant in team meetings, providing feedback, problem detection, solutions, escalation, seek advice and assistance if needed.In addition to the above, as a Corporate and Digital Support Team Leader at the APS Level 6, you will:
Lead a team of service desk officersEnsuring provision of professional, reliable, and efficient client focused support to DISR staff for a wide variety of hardware, software, and site-specific applicationsSupporting the ongoing development, management, and enforcement of ITIL best practice policies, guidelines, and proceduresWorking with other ICT teams and business units to solve issues as well as recommend improvements from a user perspectiveCoaching & mentoring team members. Please note: The APS Level 5 & 6 Corporate and Digital Support Officer roles have a roster system

Corporate and Digital Support hours of operation are from 8:00am to 5:00pm, Monday to Friday. It is an expectation that all staff participate in a rotating roster to provide coverage.
Shift 1 - work hours are 8.00am - 4.30pmShift 2 - work hours are 8.30am - 5.00pmEligibilityTo be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.
NotesThe APS Level 5 & 6 Corporate and Digital Support Officer roles have a roster system

Corporate and Digital Support hours of operation are from 8:00am to 5:00pm, Monday to Friday. It is an expectation that all staff participate in a rotating roster to provide coverage.

Shift 1 - work hours are 8.00am - 4.30pmShift 2 - work hours are 8.30am - 5.00pmA merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette. 

The department does currently offer flexible work opportunities for many roles. This vacancy is ACT - Industry House based, although flexible or remote work arrangements may be considered. Please reach out to the contact officer to discuss this further.
Application informationYour application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.

Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 750 words and should align to the key duties listed above.

Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).

Accessible application documentation is available in other formats on request. Please contact ****** or (02) 6276 1235 if you require assistance with your application.

Please refer to our Applying for a position information for additional information on how to apply.
Contact InformationFor more information regarding this opportunity, please contact Eve Camilleri on 0475902537 or via email on ******
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