Senior Service Desk Officer

Classification: ANU Officer 5/6 (IT)

Salary package: $89,760 - $105,459 per annum plus 17% superannuation

Terms: Full time, Continuing

• Do you have experience in providing Level 2 remote desktop support, as well as in-person hardware support?
• Do you have experience in supporting escalated IT incidents, troubleshooting complex technical issues, and working with other teams to deliver timely resolutions?
• Are you confident mentoring junior staff, sharing technical knowledge, and helping improve the quality and consistency of customer support?

Position overview

The Information Technology Services (ITS) Service Desk provides IT desktop support to staff and students of the ANU in support of research, education, and administration. As part of the services, the team provides a Standard Operating Environment (SOE) for all Information Commons (IC) computers on campus as well as for ANU staff. The Service Desk is responsible for hardware and software support and management, and currently supports over 3,500 Windows and Macintosh devices.

The Senior Service Desk Officer provides client-focused technical support for desktops, mobile devices, and peripherals used by staff and in the Information Commons. Senior Service Desk officers mentor and support level 1 staff with complex inquiries, tasks, and escalations.

For further information, please contact Mark Sierra, Senior Service Desk Team Leader E: ***email_hidden***

The University actively encourages applications from Aboriginal and Torres Strait Islander people. For more information on employment

opportunities, contact our Indigenous Employment Consultant on [email protected]

ANU values diversity and inclusion and is committed to providing equal employment opportunities to people of all backgrounds and

identities. For more information about staff equity at ANU,

reasonable adjustment to apply for this role, please contact the hiring manager on the above listed details.

Application information

In order to apply for this role please make sure that you upload the following documents:

• A statement addressing the selection criteria.

• A current curriculum vitae (CV) which includes the names and contact details of at least three referees (preferably including a current or previous supervisor). If your CV does not include referees, you can complete these online when prompted in the application form.

• Other documents, if required.

Applications which do not address the selection criteria may not be considered for the position.

Please note: The successful candidate must have rights to live and work in this country. An offer of employment is conditional on satisfactory results.