Senior Service Desk Analyst

Senior Service Desk Analyst

Job no: 497226
Work type: Full time
Location: Canberra

Who we are

National Archives of Australia (National Archives) provides leadership in the best practice management of the official record of the Commonwealth and ensures that Australian Government information of enduring significance is secured, preserved and available to government agencies, researchers and the community.

Our vision: National Archives is committed to being a world-leading archive and strives to strengthen Australia's cultural identity and democracy by connecting people with the evidence of Australian Government activities and decisions.

National Archives endeavour to meet the future needs of government and expectations of the Australian public in our rapidly changing digital environment. Underpinning the transformative strategies to enable, secure, connect and innovate is a drive for comprehensive digital capability and service delivery. National Archives is committed to:

• inclusion

National Archives is also committed to developing the capability and expertise of our staff, we offer a Studies Assistance Program that supports staff to achieve individual goals as well as increasing their capacity to help achieve National Archives' strategic objectives. Our Health and Wellbeing Program encourages and supports a healthier workplace and healthy lifestyle choices for all employees.

About the role

The Technology branch supports the National Archives in meeting its vision and reaching its strategic goals through services, technology, infrastructure, software, security and governance of its information assets to secure and protect against cyber security threats. It is also responsible for assisting Australian Government agencies to fulfil the National Archives' data and information management requirements.

The Business Services section is responsible for providing supporting capabilities to the Technology Branch and organisation to enable the National Archives to achieve its future digital objectives.

Our Service Desk operations provide responsive, expert guidance that keeps staff productive and focused on their archival mission. Whether it's resolving urgent technical issues, deploying new software, or troubleshooting complex desktop problems, we deliver the immediate assistance that prevents technology from becoming a barrier to preserving the nation's memory. The Business Analysis team partners with business areas to deliver successful outcomes under the Work Take On process, providing the first contact point for internal staff for all new ICT matters and is the conduit between the National Archives business areas and the Technology Branch for innovation and change.

The Business Services section also provides the Technology Branch with Governance, Project, Finance & Procurement support.

Responsibilities

• Maintain and nurture business relationships through effective communication with internal and external stakeholders, meeting service level agreements.
• Work with the Service Desk Manager to undertake continual service improvement activities, including improvement of processes, documentation and stakeholder engagement towards best practice IT Service Management.
• Effectively provide training and support for service desk analysts and establish procedural knowledge of interactions with the Technology branch and a clear understanding of our services and support.
• Work closely with Technology teams, apply analytical and problem solving skills by identifying and analysing complex issues, collect information and determine solutions, while simultaneously documenting these processes for Service Desk analysts.
• Create and maintain Standard Operating Procedures, including Quick Reference Guides for users.
• Work confidently and collaboratively with own team and across the organisation to achieve business outcomes.
• Promote and apply the APS and National Archives values and contemporary people management principles and practices in diversity, workplace health and safety and participative management.
• Implement, promote and apply the National Archives' Vision, Mission and Commitments as expressed in Strategy and Our Values.

This role requires flexibility in relation to work location to support the needs of the business and there may be core hours or an on call component to assist with service delivery, outside normal business hours.

Qualifications

• Knowledge and experience of ITIL - highly desirable
• Microsoft 365 - highly desirable
• Tertiary qualifications in Information Technology - desirable

Eligibility

To be eligible for the role you must be an Australian citizen. If you are selected, you will be required to successfully undergo a pre employment check and be able to obtain and maintain a security clearance at a Baseline clearance level.

• The names and contact details of at least two referees, one of whom should be a current supervisor.

RecruitAbility

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information see: