The National Museum of Australia

About The National Museum of Australia

Position contact Damien Hart, Chief Information Officer, Corporate Operations and Services, 0410 323 471, [email removed]. If you are deaf, hearing or speech impaired, you can contact us through the National Relay Service, TTY call 133 677, Speak and Listen 1300 555 727. The Job opportunity The Museum has an exciting opportunity for a professional to join the agency as a Service Desk Officer in the Service Desk team. As part of the IT Business Unit, the Service Desk team works closely with a range of staff across the Museum and Cultural and Corporate Shared Services Centre (CCSSC) partner agency clients to ensure the reliable and functional operation of information technology. 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 Service Desk Team leader, Service Desk Officers have a range of responsibilities including, but not limited to: Provide effective Service Desk support for IT Services’ clients. Communicate in a professional and friendly manner with colleagues, clients and third parties face to face, via email and other software and via telephone. Record incidents, service requests, status and resolution information using the Museum’s Service Management system, escalating incidents and service requests appropriately. Follow procedures and liaise with procurement staff for purchase of hardware and software. Assist in maintenance of IT equipment, asset management and record keeping. Provide support for the Museum and CCSSC client agencies’ user-issued hardware and Standard Operating Environment (SOE) including software and applications based on Windows 10 and Office 2016/365. Manage the issuing and location of user issued Museum hardware. Provide guidance to clients on IT policies, procedures and technical issues. Assist in development and maintenance of operational procedures and documentation for IT systems within the Museum. Participate in an on-call roster to provide support and ensure IT Service Desk coverage of the Museum’s business hours. Participate in project work as required to implement IT improvements. Identify risks and manage mitigations as required. Provide assistance and guidance to more junior Service Desk Officers. Undertake other duties as required. What will the successful candidate bring to the role? The successful candidate will bring a range of skills and experience including: Previous IT Service Desk and/or Call Centre experience. Working knowledge of Microsoft Office products, databases and remote control. Solid general understanding of computer systems, mobile devices and other tech products. Ability to diagnose and resolve technical issues, sometimes of a complex nature, including when to escalate problems. Excellent communication skills and telephone manner. Excellent organisational skills. Incident Management experience – managing incidents including business expectations and communication. Basic User & Security Group Active Directory administration. Strong knowledge of Microsoft based operating systems, especially Windows 10 and Office 365. Experience using and troubleshooting Outlook 2016/365 within a network environment (permissions, calendar sharing, and delegation). Self-motivated achiever who gains satisfaction from providing excellent customer service. Ability to managing competing priorities under minimal supervision and mange workloads. Expectations The Museum expects all employees to display these professional capabilities, as relevant to their position and classification. Leadership Demonstrate leadership in how programs are delivered, striving to create a new benchmark in excellence. Collaboration and connection Work together to create a culture where collaboration across business units is seamless to delivering the shared vision. Courage and innovation Be bold and decisive, embrace challenges and opportunities and actively seek ways to continually improve and streamline our services for the benefit of the whole Museum. Agility and resilience Embrace and respond to change as a normal part of our working environment. Respect and integrity Display respect and integrity when working together, embracing the APS values of being committed to service, accountable, respectful, ethical and impartial. Selection criteria Applicants are required to provide their CV and a 1 – 2 page response that takes into consideration the position description and expectations, providing one or two examples that demonstrate how their skills and experience match those required for this role (1 - 2 pages maximum). The above position description outlines the duties and the qualifications/experience required of the role. You will be assessed against the duties and qualifications for the role, the APS Code of Conduct and the APS Values. Applications should also include contact details for two referees. Written referee reports may be requested if you are shortlisted for the interview stage. The successful applicant may also be selected only based on the written application and referee reports. Aboriginal and Torres Strait Islander people and those from culturally diverse backgrounds are encouraged to apply. The Museum is an equal employment opportunity workplace. The National Museum of Australia is committed to ensuring a child-safe and child-friendly environment. All employees are expected to demonstrate a commitment to, and support for these principles in theory and practice. Eligibility To be eligible to apply for this vacancy, applicants must: be an Australian citizen obtain and maintain a valid Security Clearance at Negative Vetting Level 1.

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