APS4 Helpdesk Support

face2face Recruitment; Canberra; Hybrid; AUD 73,000 - 83,000; Part time

Benefits offered by this job

Hybrid work arrangement

Job summary

face2face Recruitment is assisting a Canberra-based government agency by sourcing APS4 Helpdesk Support contractors. The role focuses on service desk support for AusTender, GrantConnect and the Supplier Portal, handling incidents and user access in a high-volume environment.

Hybrid arrangement (three days in-office, two days remote) with a six-month casual on-hire assignment and potential extension. Citizenship and baseline clearance are required.

Qualifications

• Experience in helpdesk, service desk, customer service, or operational support roles.
• Excellent written and verbal communication with the ability to explain complex processes to users of varying expertise.
• Proven problem-solving skills and the ability to determine when to escalate issues.
• Familiarity with IT software applications, particularly Microsoft Office.
• Ability to work collaboratively within a small operational team.
• Understanding of the Commonwealth Procurement Framework and Grants Framework is highly regarded.
• Experience supporting AusTender, GrantConnect, or Supplier Portal is advantageous.

Responsibilities

• Deliver technical and operational support via telephone and email, resolving common user issues and guiding basic troubleshooting.
• Manage incidents by logging, triaging, prioritising, and escalating as necessary to senior or technical teams.
• Assist with account and access management including user accounts, password resets, and permission adjustments.
• Maintain professional client relationships with Commonwealth entities, government business enterprises, and a broad supplier community.
• Contribute to knowledge sharing by maintaining up-to-date Helpdesk procedures, system guidance, and known issues documentation.
• Support operational priorities including system releases, testing, and issue management.

Skills

Helpdesk experience

Communication

Problem solving

Microsoft Office

Teamwork

Procurement framework

AusTender/GrantConnect

Tools

Microsoft Office

Job description

Our client, a government agency, is seeking up to four APS4 Helpdesk Support contractors to join their team, providing essential service desk support for key procurement and grants systems, including AusTender, GrantConnect, and Supplier Portal.

Role Responsibilities:

• Deliver technical and operational support via telephone and email, resolving common user issues and guiding basic troubleshooting.
• Manage incidents by logging, triaging, prioritising, and escalating as necessary to senior or technical teams.
• Assist with account and access management including user accounts, password resets, and permission adjustments.
• Maintain professional client relationships with Commonwealth entities, government business enterprises, and a broad supplier community.
• Contribute to knowledge sharing by maintaining up-to-date Helpdesk procedures, system guidance, and known issues documentation.
• Support operational priorities including system releases, testing, and issue management.

Working within a dynamic, high-volume environment, you'll leverage strong communication skills, attention to detail, and sound judgement to deliver exceptional client service while managing multiple priorities efficiently.

Preferred Skills and Experience:

• Experience in helpdesk, service desk, customer service, or operational support roles.
• Excellent written and verbal communication with the ability to explain complex processes to users of varying expertise.
• Proven problem-solving skills and the ability to determine when to escape issues.
• Familiarity with IT software applications, particularly Microsoft Office.
• Ability to work collaboratively within a small operational team.
• Understanding of the Commonwealth Procurement Framework and Grants Framework is highly regarded.
• Experience supporting AusTender, GrantConnect, or Supplier Portal is advantageous.

Working Arrangements & Location:

This role is based at Canberra ACT, with a flexible hybrid working arrangement (typically three days in office and two days remote). Candidates are expected to reside in or be willing to relocate to Canberra within four weeks.

Additional Information:

This is a casual on-hire assignment through a recruitment agency, with an estimated duration of six months and potential for extension. Hourly rates range from $52.95 to $60.44 plus superannuation.

Australian Citizenship and Baseline Security Clearance are mandatory.