Analyst, Priority Support

• Business Enabling Services Group / ICT Division / Internal Services Branch
• APS 5 ($85,836 - $96,313) | Ongoing | Full-time
• Canberra, ACT

ABOUT THE BRANCH

The Internal Services Branch plays a crucial role within the Department of Finance. It is responsible for managing several key areas, including the Service Centre, application support, quality assurance and testing, minor projects, and the Finance information environment along with its supporting technology. This branch ensures that the department's internal operations run smoothly and efficiently by providing essential IT services and support.

Priority Support is a specialised team within the Internal Services Branch that focuses on delivering high-quality ICT and Audio Visual (AV) support to the department's priority clients. These clients typically include senior executives and other high-achieving staff members who require reliable and efficient IT support to perform their duties effectively and without disruption.

ABOUT THE OPPORTUNITY

• Deliver high quality 1st and 2nd level ICT and Audio Visual (AV) support to the Department’s Priority staff. This includes handling incidents and service requests that require onsite assistance and occasional out of hours support.
• Proactively anticipate and address strategic planning needs for Priority Support ICT solutions while streamlining and automating business processes.
• Coordinate and collaborate with support teams to ensure reliability, technical compatibility and user satisfaction when managing complex ICT requests.
• Regularly report on Priority support call trends to the Assistant Director and Internal Services management on a weekly, monthly and ad hoc basis.
• Develop and maintain operational and configuration standards, work instructions, technical documentation and procedures for Priority Support clients, accounts and assets.
• Carry out additional Priority Support tasks as assigned and provide direction to other analysts within the Priority Support team.

DETAILED VACANCY INFORMATION

For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.

ELIGIBILITY ADVICE & CANDIDATE NOTES

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
• Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.

CONTACT INFORMATION

• For questions relating to the online lodgement of your application, please email the Recruitment team via recruitment@finance.gov.au or call (02) 6215 1717 between 8:30am - 5:00pm AEDT Monday to Friday.
• For specific questions relating to this job vacancy, please refer to the details on the contact officer located in the downloadable job pack.