Service Desk Officer

at  The National Museum of Australia

The Museum has an exciting opportunity for a professional to join the agency as a Service Desk Officer within the Service Desk team of the IT business unit.
The Service Desk team works closely with staff across the Museum to ensure the reliable and functional operation of information technology services. The Service Desk team ensures the service management and delivery of a stable and contemporary IT environment, which supports both corporate computing and exhibition environments.
The team provides first- and second-level support for all desktop, network and business systems, including triage, user communications and direct support. The team also coordinates a range of contractors and service vendors for specialist tasks and services and provides advice and user training.

Under direction of the Senior Service Desk Analyst, Service Desk Officers have a range of responsibilities including, but not limited to:

• Providing effective Service Desk support for IT Services’ clients.
• Communicating in a professional and friendly manner with colleagues, clients and third parties face –to-face, via email and other software, and via telephone.
• Recording incidents, service requests, status and resolution information using the Museum’s Service Management System, escalating incidents and service requests appropriately.
• Following procedures and liaising with other team members for the purchase of hardware and software.
• Assisting in maintenance of IT equipment, asset management and record keeping.
• Providing support for the Museums user-issued hardware and Standard Operating Environment (SOE) including software and applications based on Windows 10 and Office 2016/365.
• Managing the issuing and location of user-issued Museum hardware.
• Providing guidance to clients on IT policies, procedures and technical issues.
• Assisting in development and maintenance of operational procedures and documentation for IT systems within the Museum.
• Participating in project work as required to implement IT enhancements.
• Undertaking other duties as required.

DESIRABLE EXPERIENCE

Previous experience in a similar role will be highly regarded.

WHAT WILL THE SUCCESSFUL CANDIDATE BRING TO THE ROLE?

The successful candidate will:

• be a motivated team player, flexible and able to cope with a fast-paced environment with changing priorities.
• have a positive attitude and excellent customer service and communication skills.
• have an interest in technology, and the ability to quickly learn new technologies, tools and processes.
• the ability to understand and communicate technical concepts and processes to a non-technical audience.

Under direction of the Senior Service Desk Analyst, Service Desk Officers have a range of responsibilities including, but not limited to:

• Providing effective Service Desk support for IT Services’ clients.
• Communicating in a professional and friendly manner with colleagues, clients and third parties face –to-face, via email and other software, and via telephone.
• Recording incidents, service requests, status and resolution information using the Museum’s Service Management System, escalating incidents and service requests appropriately.
• Following procedures and liaising with other team members for the purchase of hardware and software.
• Assisting in maintenance of IT equipment, asset management and record keeping.
• Providing support for the Museums user-issued hardware and Standard Operating Environment (SOE) including software and applications based on Windows 10 and Office 2016/365.
• Managing the issuing and location of user-issued Museum hardware.
• Providing guidance to clients on IT policies, procedures and technical issues.
• Assisting in development and maintenance of operational procedures and documentation for IT systems within the Museum.
• Participating in project work as required to implement IT enhancements.
• Undertaking other duties as required