service desk analyst (temporary full

- 00007GZO
  • Computer Systems Officer Level 1
  • Temporary Full-Time up to 36 months
  • Parramatta

Essential requirements - candidates must:
  • obtain and maintain the requisite security clearance for this role
  • have commitment to perform rotational shift work to cover 24 hours per day, 7 days per week.
  • have industry experience in the provision of ICT support.

To be eligible to apply for this role, you must meet one of the following statuses:
  • an Australian Citizen
  • a permanent Australian resident or citizen of New Zealand

Applications from Australian Aboriginal and Torres Strait Islander people are encouraged.
This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 12 months.
For your application to be considered, you must:
  • attach a cover letter;
  • attach an up-to-date CV/Resume; and
  • address each of the Target Questions in the text boxes provided in the online application or attach as a separate document. Please limit your response to no more than 1 page per question.

Please do not attach copies of Qualifications, Certificates or documentation (other than a Resume/CV) - you can bring these if called for interview.
Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.
Applications can only be submitted electronically online via the I Work for NSW website.
For information on applying for roles with the NSW Police Force click here
To view or download the Role Description click here
Location Sydney Region-Sydney - Greater West Work Type Full-time Total Remuneration Package: $77,714. Package includes salary ($37,835 - $70,425), employer's contribution to superannuation and annual leave loading. Contact Vanessa Hanshaw - Team leader - (02) 8835 6787 Closing Date 15-Dec-2019 Job Category Information and communications technology Organisation NSW Police Force Responsibilities
The Service Desk Analyst provides a range of quality ICT call centre services to NSWPF customers to support the efficient operations of NSWPF business. ICT Service Desk, a part of Business and Technology Services Command, is the first line in providing quality business technology support to NSWPF.
Key accountabilities
  • Provide ICT support to users and solve non-complex problems to minimise system down-time and loss of productivity.
  • Respond to enquiries from various sources in a responsive, customer focused manner and ensure that accurate, targeted and timely information supplied effectively resolves the customer issue or fulfils the customer request.
  • Support set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements to ensure compliance with organisational standards.
  • Use appropriate tools and methods to address user support queries and return users’ ICT equipment and systems to optimum efficiency.
  • Participate and contribute to the development and ongoing maturity of NSWPF knowledge centred systems.
Key challenges
  • Identifying and interpreting appropriate sources of information across diverse and dynamic hardware, technologies and applications to provide the best outcome for customers.
  • Maintaining flexibility to satisfy changing priorities and needs of service delivery and business improvement.
  • Support mission critical services essential to the delivery of high quality ICT services.
To view or download the Role Description click here
Key Application Responses When preparing your application:
  • Your application must stand on its own merits.
  • Responses to each question should be no more than 1 page per question.
  • If you do not demonstrate how you meet the Target Questions for this role, you will not proceed through to the Selection Process.
  • The completeness and relevance of your application will determine if you are called for an interview.
Target Question 1:
The role requires you to provide first level ICT support covering both the customer service and technical requirements of a Service Desk role. Please describe a time where you were able to support a customer in addressing and resolving a technical incident.
What was the incident and how did your efforts contribute to the resolution?
Target Question 2:
Please provide examples where you have provided a high level of customer service. What was your approach to achieving positive outcomes?

NSW Government


Posted: 29 November 2019

Location:  Parramatta, NSW