Job description
Agency Department of Corporate and Digital Work unit Agency Business Systems – Justice and General
Development Government
Job title Frontline Services Officer Designation Administrative Officer 3
Job type Full time Duration Ongoing commencing 21/09/2024
Salary $64,773 - $69,746 Location Darwin
Position number 9137 RTF 298216 Closing 19/06/2024
Contact officer Nicola Allsop on or
About the agency
Apply online
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
TERTIARY QUALIFICATIONS.
Information for applicants – inclusion and diversity and Special Measures recruitment plans
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or
job, please discuss this with the contact officer. For more information about applying for this position and the merit process, go
to OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go
to the OCPE website.
Primary objective
As a key role in the Frontline Services team, this position will provide technical advice, information, solutions and support to end-
users of disparate client agency information business systems applications and software, ensuring incidents and service requests
are resolved following approved request and incident management processes.
Context statement
Agency Business Systems (ABS) – Justice and General Government (JGG) manage client agencies' core business digital systems
through their life cycle from strategy to design, development, release and deployment, operational delivery, maintenance, support
and retirement.
Key duties and responsibilities
1. Provide quality customer service and support and follow standard operating procedures to resolve the majority of end-user
generated queries and issues regarding client agency specific business systems, applications and software, including answering
all calls, raising tickets where users call direct, gathering additional information and triaging tickets, including warm transfer of
calls.
2. Assist in the provision of first-line investigation and diagnosis, including collaborating with frontline services colleagues to
resolve tickets, share information and enhance the teams' overall knowledge base.
3. Proactively participate as a team member to conduct research and analyses to resolve problems, develop and test interim
solutions and identify 'workarounds' to best meet end-user needs.
4. Support transitional service arrangements by learning new systems, applications and software planned for implementation
within client agencies.
Selection criteria
Essential
1. General experience or knowledge of ICT front-line service support and working within ITIL processes, e.g., triaging, queue
management, incident management, service request management, escalation and user access provisioning.
2. Knowledge of a range of business information systems, ticketing systems, call management software and the Microsoft Office
suite.
3. Demonstrated experience in contemporary customer service standards, including the ability to build and sustain positive
working relationships both internally and externally.
4. Demonstrated ability to work collaboratively as a team member, sharing information with other team members.
5. Demonstrated ability to communicate clearly both orally and in writing, to understand diverse perspectives and adapting
communication styles to suit differing cross cultural and professional contexts.
Desirable
1. Understanding or awareness of ITIL (Information Technology Infrastructure Library) Framework/Service Management.
Further information The selected applicant must consent to a probity check to confirm they have no significant criminal history record or associations. A pre-requisite for the probity check is permanent residency or Australian citizenship. Ability to participate on an on-call roster.
