Service Desk Analysts, AEC Service Operations and Management

September 22, 2024

Australian Electoral Commission

Canberra

FULL TIME

Agency Purpose
The Australian Electoral Commission (AEC) is an independent statutory authority established by the Australian Government to maintain an impartial and independent electoral system for eligible voters through active electoral roll management, efficient delivery of polling services, and targeted education and public awareness programs.
The AEC’s values and commitments
The AEC values and commitments are an essential component of our operating environment and frame how AEC staff work. The AEC's focus is on electoral integrity through the values of quality, agility and professionalism.
The Team
The AEC Service Operations and Management section of the Chief Technology Officer Branch consists of the AEC Service Desk and Service Management teams and focusses on providing high quality services and operations to support the AEC.
The AEC Service Desk team within the section supports the AEC through providing a range of services and support to staff including Information Technology, Roll and Election support.
The Opportunity
The Service Desk Analyst (SDA) role works closely with the Service Desk Manager and Executive Support Officer in a senior team member capacity to ensure that the Service Desk and associated services are operating effectively and efficiently while providing a high level service to the organisation.
In addition to providing services and support for ICT functions and core business operations, an SDA supports the day-to-day operation of the AEC Service Desk and Executive Support by assisting users in a one-on-one capacity via phone, Teams, email or ticket to ensure prompt and efficient service.
The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, while working directly with users, business areas and technical teams. The role will utilise technical expertise and knowledge within the area of ICT and combine that with AEC, Roll and Election knowledge to support AEC outcomes and strategic priorities.
To excel you’ll have:

Experience in supporting users via phone, email, and Teams, in an IT Service Desk or Roll and Election environment, delivering a broad range of services across many platforms.
The ability to effectively prioritise work in line with team, Division, and Departmental objectives, while ensuring the completion of own work tasks.
Confidence and ability to effectively communicate, collaborate and negotiate with team members, business areas and external stakeholders at all levels of seniority.
Demonstrated experience in undertaking senior team member or assistant team leader responsibilities in a Service Desk or Help Desk environment.
Ability to remain positive and respond to pressure in a calm manner, while committing energy and drive to see that goals are achieved.
Proficiency and understanding of the Microsoft Operating System and Microsoft Office Suite.

Desirable:

Experience using Service Now in a Service Desk environment, as well as, User Administration using Active Directory, etc.

Eligibility

AEC employees must be Australian citizens.
Any person who is, and seen to be active in political affairs, and intends to publicly carry on this activity, may compromise the strict neutrality of the AEC and cannot be considered.
Applicants are required to consent to, undergo, obtain and maintain a character clearance.
Applicants are required to consent to, undergo, obtain and maintain the security clearance required for this role.