Pawsey Helpdesk Technician

Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

Child safety

CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs. View our  Child Safe Policy .

The opportunity

• Supportive, rewarding, inclusive and truly flexible environment. 
• Innovative and collaborative workplace with fantastic flexibility 
• Join CSIRO - Australia's premier research organisation 

The Helpdesk team is part of the Technology Services group and is responsible for the delivery of effective and timely IT support within Pawsey. The role takes on responsibility for the management of tickets and first level issue management and resolution, reporting, escalation and follow-up management of issues and other tasks as required across the business.

The IT Support Officer will provide an effective and efficient response to incidents and requests spanning a broad physical and technical range and with varying levels of complexity. This role will actively contribute to Pawsey’s service direction, participating in applying adaptive and innovative solutions to complex and/or ambiguous issues across one or more service and/or technical streams. Through demonstrated client focus, the IT Support Officer will gain the support of key stakeholders and contribute to integrating technical solutions with business requirements to achieve Pawsey’s strategic and organisational objectives.

Your duties will include:

• Contribute positively to stimulate and promote a team approach and develop sound working relationships with clients on a day-to-day basis as a representative of Pawsey.
• Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests with a focus on quality over quantity.
• Apply known solutions to customer reported issues.
• Investigate technical issues and propose/develop/adapt/test & implement solutions.
• Identify tasks/issues that cannot be resolved and refer them to senior support staff and/or Technical Specialist Teams.
• Develop, maintain and expand individual skills which are of benefit to the services delivered by Pawsey and that contribute to the skill set of the Helpdesk Team.

Location:  Pawsey Centre – Kensington, Western Australia

Salary: AU$70,874 to AU$90,202plus up to 15.4% superannuation

Tenure: Indefinite 

Reference: 96889

To be considered you will need:

Essential:

1. A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience.
2. Demonstrated experience in a customer service environment and supporting a broad range of IT services.
3. A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with minimal supervision and follow defined procedures accurately and consistently.
4. Ability to collaborate with other teams in order to achieve operational objectives including assistance with undertaking project work with technical services teams for new installations, upgrades, configuration and troubleshooting.

Desirable:

1. Experience in supporting operating environments other than Microsoft Windows, especially Linux/Unix operating systems.
2. Experience with Atlassian ticketing and documentation systems.

For full details about this role please review the Position Description

Eligibility

Applications for this position are open to Australian/New Zealand Citizens, Australian Permanent Residents for the duration of the specified term. Appointment to this role is subject to provision of a national police check and may be subject to other security/medical/character requirements.

Flexible working arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work. 

Diversity and inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish. 

About CSIRO

At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact. 

CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.

Join us and start creating tomorrow today!

How to apply

Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications close

Sunday, 14 July 2024, 11:00pm AEST/AEDT