APS5 Senior Service Desk Support Officer

Administrative Review Tribunal; Hobart; On-site; AUD 88,834 - 96,829; Part time

Benefits offered by this job

Flexible working options

Generous superannuation

Salary packaging options

Health and wellbeing programs

Generous leave allowances

Employee Assistance Program

Job summary

The Administrative Review Tribunal in Hobart is seeking a part-time Senior Service Desk Support Officer. You'll provide 1st and 2nd level ICT support, manage incidents, and assist in the Service Desk operations. Required qualifications include a degree in technology and relevant vocational certifications. The role offers competitive salary with generous superannuation contributions, flexible working options, and a positive work culture. You will be expected to work onsite for 30 hours a week, with potential to transition to full-time.

Qualifications

• Experience handling a range of inquiries and service requests.
• Extensive experience in monitoring incident queues.
• Proven capability in installing/removing hardware or software.
• Proven experience in problem investigation and resolution.

Responsibilities

• Provide 1st and 2nd level ICT support to members and staff.
• Assist the Team Leader in managing the Service Desk.
• Ensure ITIL processes are followed in incident management.
• Develop knowledge to support and manage the Tribunal service catalogue.

Skills

Incident management

Communication skills

Service desk support

Problem-solving

Education

Degree in technology or aligned field

Vocational certification in modern technologies

Job description

Looking to take the next step in your career?

We have an exciting opportunity to expand your skills whilst contributing to the development of our IT Service Management (ITSM) portfolio. You’ll work with ServiceNow and be supported to build capability and progress your career.

Specific position details

This vacancy:

• is an ongoing opportunity working part‑time (30 hours per week).
• is required to be onsite (in the office) for the 30 hours to provide ICT support.
• is based in Hobart in our ICT team, within the Enterprise Technology Group (ETG).

The basis of the 30 hours per week in the office can be negotiated, for example, 30 hours across 5 days or 4 days.

This position may become full-time, and the merit pool may be used to fill full-time vacancies in the future.

Remuneration: The annual salary range for the position is APS5 - $88,834 - $96,829p.a., plus a generous employer superannuation contribution of 15.4%. While you are working part-time hours, you will receive a pro‑rata equivalent of this salary.

About the opportunity

The Senior Service Desk Support Officer provides efficient and high‑quality 1st and 2nd level ICT support to members and staff. You will assist the Team Leader to manage the Service Desk and ensure ITIL processes are followed, especially for managing incidents and sharing technical solutions. This role also acts as an escalation point for more complex issues and develops specialist knowledge needed to support and manage the Tribunal service catalogue.

About you

We are seeking a motivated individual who is keen to develop their career. You will be adaptable, capable, enthusiastic and proactive about building your knowledge and growing professionally and keen to make an impact! With a strong work ethic and a curious mindset, you will work collaboratively and contribute positively to a team environment.

You will have well developed communication and interpersonal skills, supported by a strong service focus and be able to convey complex information clearly and concisely, both verbally and in writing.

To succeed in this role, you will have:

• Demonstrated experience handling a wide range of inquiries and service requests, performing initial investigation, and resolving the issues where possible or escalating as needed.
• Extensive experience in monitoring and managing incident queues.
• Proven capability in installing or removing hardware and/or software.
• Extensive experience in investigating and resolving problems in systems, processes, and services. Proven capability in determining problem fixes and remedies.

Qualifications

• Academic qualification (degree, postgraduate) in technology and/or aligned qualifications.
• Vocational certification in modern technologies (e.g., Agile, network, cloud, platforms).
• Ability to obtain and maintain a Baseline security clearance.
• All employees are required to undertake an Australian Federal Police Check and complete a health declaration.

What we offer

We believe the little extras can make a big difference in supporting your success and some of our great incentives include:

• flexible working options, including flexi‑time to support you with your commitments outside of work.
• competitive salary including generous superannuation employer contribution of 15.4%.
• salary packaging options.
• access to holistic health and wellbeing programs including Fitness Passport which provides discount to 350+ gyms, free annual influenza vaccinations and free eye tests.
• generous leave allowances including Christmas to New Year office closure with no deduction from your leave balance and options to purchase leave.
• Employee Assistance Program for you and your family.
• positive and inclusive culture.

Equal Opportunities

The Administrative Review Tribunal is an Equal Opportunities employer committed to providing an inclusive workplace that embraces diversity and inclusion for all employees. We encourage and welcome applications from people with disability, Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds, all genders, LGBTQIA+ community and mature age people. If you have any support or access requirements, we encourage you to advise us if invited to interview.

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 visit: https://www.apsc.gov.au/recruitability