APS5 VIP Support Analyst

Job Description

LOCATION: Canberra TENURE: Ongoing/Non-Ongoing (Specified Term) SYNOPSIS: About the Role As a VIP Support Analyst, you will be part of Treasury’s IT Service Desk team. The team is responsible for the delivery of level 1 and level 2 ICT support services and end user hardware to The Treasury, Ministerial Offices and its partner agencies. The role is directly supported by an APS6 VIP Support Team Lead and more broadly the IT Service Desk team, together the team works in collaboration to deliver high level ICT services for the Department. On a daily basis you will interact with stakeholders at all levels of Government, primarily servicing the Departments Executive Group, Ministerial Offices and their support staff across multiple sites. You will be at the forefront of a customer-focused service delivery culture. The ideal candidate will have a proven track record of delivering high-quality results in a fast-paced environment. They will self-manage workloads effectively through the corporate ticketing system, ensuring strong customer engagement and understand the importance of looping back and effective communication. Additionally, the role has a requirement for interstate travel and the ability to work on call and afterhours to support business-critical project work. As an APS5 VIP Support Analyst, your responsibilities will include: Appropriately navigating and delivering administrative duties. Participation in learning and development opportunities, development discussions and mandatory APS training. Support the transfer of knowledge through document writing and in-person training of junior analysts. Stakeholder and relationship management at various levels of Government. Delivery and close out of work packages, whilst working independently. Communicating and navigating priorities and pressures from the VIP stakeholders. Queue management via the department’s service management tool, resolving Incidents and Service Requests. Ability to develop/maintain a sound understanding of a Windows environment, troubleshooting of hardware and software issues and maintenance of ICT hardware and peripherals. Triaging issues before engaging with internal support teams for resolution. Interstate travel and out of hours on-call, as required and within scope of the Departments polices. This role has a requirement for the successful candidate to acquire and maintain a minimum Baseline clearance. Desirable Qualifications / Experience The ideal candidate will have: Current driver’s license. Strong written communication skills. Experience working in an ICT support environment, with Microsoft Products, including Windows Operating Systems and the Microsoft Office Suite and Privileged User Account. Experience effectively engaging with stakeholders with limited technical expertise on complex issues, both face-to-face and over the phone. Experience in managing competing priorities. Minimum 18 months experience working within an ICT Support environment and with Senior Executives. #J-18808-Ljbffr