SERVICE DESK ANALYST Job in Sydney NSW at Australian Financial Security Authority (AFSA) –

Classification: APS Level 4

Location: Sydney, Melbourne, Canberra, Brisbane, Adelaide, Perth, Hobart

Division/Section: Internal Client Services Division / ICT Service Delivery and Support


Reports to: Assistant Director – Technology Services

Employment status: Ongoing / Non-ongoing (temporary)*

Hours: Full time – 37.5 hours per week

Security clearance: Negative Vetting 1

Salary: $69,730 – $75,709 p.a. (plus 15.4% super)

Closing date: Thursday, 16 December 2021

Contact for questions: Lidia Artiga Ph: (02) 6198 3513

AFSA actively promotes flexibility with working options in this role to support your family

commitments and personal interests

  • This recruitment process is being used to fill current ongoing positions in either our Adelaide, Brisbane, Canberra, Melbourne,

Sydney, Perth or Hobart office. A merit pool of suitable candidates may be established as a result of this process to assist AFSA

to fill similar ongoing and non-ongoing positions that may become available over the next 12 months. Non-ongoing positions

may be offered for a period of up to 18 months with the possibility of extension (up to a total period of 3 years). Should a non-

ongoing position become ongoing or should an ongoing position become available, the merit pool established by this process

may be used to determine a suitable candidate(s).


Please note that this opportunity is open only to Australian Citizens. The successful applicant must have,

or be willing to undergo a security clearance to the level of Negative Vetting 1 as a condition of


To satisfy character requirements all AFSA employees must undergo a police records check. Where a

person has received a redundancy benefit from APS agency employment and their corresponding

redundancy benefit period has not expired, they may be ineligible for employment.

About the area

The Internal Client Services Division is responsible for delivering a range of business and enabling

services that support the Australian Financial Security Authority purpose through partnering with

business divisions that regulate Australia’s personal insolvency and personal property securities


The Division provides professional services and leadership that promotes the efficient and effective

operations of the agency whilst ensuring compliance with commonwealth legislation, polices and

guidelines and promoting integrity, accountability, and transparency.

Purpose of the position

To provide responsive, reliable and respectful 1st level ICT client support and service as part of the ICT

Service Desk Team.

The Technology Services Team will maintain and promote a strong client focussed ICT service culture to

support AFSA’s business operations.

Key Accountabilities

The responsibilities of the Service Desk Analyst will include, but are not limited to:

  • delivering first level support to AFSA’s stakeholders via incoming enquiries and fault reports from

customers received through a variety of channels including email, chat and through the service

catalogue application

  • triaging incidents for escalation as required
  • ensuring first level ICT queries and issues are identified, recorded, diagnosed and resolved in a

timely manner including internal escalations within ICT and those involving external Vendors

  • ensuring clients are kept up to date on the status of reported incidents and resolving issues within

established timeframes in accordance with Service Level Agreements

  • working collaboratively within a geographically dispersed Service Desk and escalated support teams

to ensure a quality outcome for clients

  • contributing to information sharing within the team by documenting processes and standard

operating procedures as required, and proactively updating the knowledge base for both client and

support staff

  • providing backup to the onsite Technology Operations analyst when required
  • providing regular updates to the customer by monitoring the progress of the fault resolution
  • conducting all work in accordance with agency policy and formal agreements between customers

and the Service Desk

  • understanding IT policies & procedures.

All duties will be performed in accordance with:

  • The APS Values, Code of Conduct and Employment Principles
  • WHS obligations, taking responsibility for own health and safety and that of others.

Skills and Capabilities

Fosters a service culture

  • Keep clients and stakeholders at the centre of all thinking, decisions and actions, including internal

systems and processes.

  • Demonstrate empathy and listen deeply, to understand the stakeholder’s context, challenges and

needs Keep one’s word, and follow through any promise or commitment made to the stakeholder.

Digital dexterity

  • Demonstrate willingness and ability to explore and utilise existing and emerging technologies

effectively to achieve better business outcomes.

Communicates simply, tailors’ messages to the audience

  • Communicate clearly in plain English, without using jargon.
  • Demonstrate an ability to convey a message succinctly and with empathy, regardless of medium

(written, verbal, digital).

  • Understand the target audience, and tailors written and verbal messages in a way that appeals to


Working with ambiguity

  • Demonstrate proactivity, emotional intelligence and self-direction in the face of uncertainty or new


  • Demonstrate high levels of persistence and resilience when dealing with complex issues, apply a

solution-focused approach to solving problems and collaborate with others to achieve fit for purpose


Qualifications, accreditations and experience

  • Ability to apply Level 1 troubleshooting/investigations on all reported ICT issues (hardware and

software) using appropriate toolsets to determine the root cause and recorded in a Service Desk

ticketing system

  • Experience in IT customer service role or similar
  • Experience and knowledge of end user hardware components (Desktop equipment and peripherals,

networked printers, mobile devices, scanners, audio visual)

  • An understanding of service management frameworks such as ITIL
  • Sound technical knowledge, including Microsoft Windows technologies Office products.
  • Experience managing Microsoft Active Directory objects
  • Excellent customer service skills
  • A sound understanding and knowledge of video conferencing technologies and concepts.

Application details

The application is the tool that the selection committee will use to shortlist applicants.

Your application must include:
1. a completed Position Application Form (available on the AFSA website)

2. a current Resume/ CV including contact details for at least two recent referees

3. a 1 – 2 page pitch that considers the key responsibilities and essential capabilities of the position

and states the following:

  • Why you are interested in the position
  • How your skills and experience make you the best person for the position
  • What value you can add to AFSA and the Internal Client Services Division.

4. the position title and location in the subject line and email: recruitment@afsa.gov.au

Applications must be submitted no later than Thursday, 16 December 2021.

A selection decision may be made on the basis of your application only. A telephone interview may be

conducted in the first instance. Candidates may also be required to undergo psychometric and/or work

sample testing as part of this selection process.

All pre-employment checks will be conducted via an external party (Equifax). For further information on

Equifax’s privacy policy please refer to: https://www.equifax.com.au/privacy

We encourage applications from Indigenous Australians, peoples from culturally diverse

backgrounds and people with disabilities. We are committed to providing a working environment

that values diversity and supports staff to reach their full potential.

If you are an applicant with a disability or other special needs, please contact the Disability Access

Coordinator on (02) 8233 6999 to discuss any requirements that may assist you in your application.

Thank you for your interest in this position.

About the Company

Company: Australian Financial Security Authority (AFSA) –

Company Location:  Sydney NSW

Estimated Salary:

About Australian Financial Security Authority (AFSA) -