Dear Applicant


PSL 4 – IT Support Desk Analyst – JO670

Thank you for your interest in the IT Support Desk Analyst position. The attached information package may help you in preparing your application.

The information package includes:

(a)  information about the department;

(b)  a copy of the position’s duty statement and selection criteria; and

(c)  an application cover sheet, which must be completed and attached to your application.

Details of how to apply for this position are outlined within this information pack. Please note that applications must be submitted by midnight Sunday 4th May 2014.

For further information about this position, please contact:

Nathan Sutton (02) 6277 8052

Kind regards

Recruitment Team

Department of Parliamentary Services

T: 02 6277 5200

W: DPS Employment page

PSL4 IT Support Desk Analyst - Applicant Information Pack – JO670 Page 5 of 7

Information pack— PSL 4 – IT Support Desk Analyst

Who are we looking for?

The Department of Parliamentary Services (DPS) is seeking to engage IT Support Desk Analysts within the IT Services section.

We are looking for people with experience in computing and client support roles to provide phone based first level support desk services for parliamentary and electorate office clients using the products and services offered by the department. The Support Analyst needs to have good general IT knowledge and skills, excellent customer service, oral and written communication skills and be able to juggle competing priorities. Working irregular or extended hours on a rostered basis, and on-call is also required.

The section provides parliamentary clients with a support desk facility, second level support, IT training and self-help information. Services are provided to Senators, Members of Parliament, and parliamentary staff located in Parliament House and in electorate offices located around the country.

Currently, the salary range for this position is $65,978 to $71,693

How to apply

Applications, quoting the relevant reference number, should be sent:

(a)  by email to quoting JO670 in the subject line.

Your application must:

(a)  include a completed DPS job application cover sheet;

(b)  your current resume (must include 2 current referees one being current manager);

(d)  claims against each selection criterion within 500 words per criterion; and

(e)  be submitted by the closing date.

Our selection process

(a)  All ongoing DPS jobs are filled on merit. This means we assess the suitability of applicants to undertake the duties of the job using a competitive selection process.

(b)  If you are selected for interview, you will be asked to elaborate at interview about how your experience and skills qualify you for the position.

(c)  Referees reports will be sought to further assess suitability of interviewed candidates.

General advice for developing your application

If you are unfamiliar with addressing selection criteria, the Australian Public Service Commission’s fact sheet on applying for jobs will be useful:

Cracking the code fact sheet 5

Some of DPS’s selection criteria are generic and are based on the Australian Public Service Commission’s Integrated Leadership System (ILS). Applicants will be expected to demonstrate how they would apply these skills to the requirements of the job as described. The Australian Public Service Commission’s ILS Leadership Pathway identifies and describes leadership capabilities at all classification levels (http://www.apsc.gov.au/learn/integrated-leadership-system).

Some background to the department

DPS is one of four departments based in Parliament House to support the work of the Federal Parliament.

DPS is the principal support agency for the operations of Parliament House—a building where more than 3,500 people work on sitting days and which nearly one million people visit each year.

To fulfil the DPS mission of “serving the Australian people by supporting the Parliament and caring for Parliament House”, DPS has approximately 800 staff with a huge diversity of skills. DPS has an annual operations budget of around $150 million to deliver a wide variety of services, including building maintenance, security, ICT, Hansard, broadcasting, and library and research services to the Parliament, parliamentary committees, Members and Senators and their staff and other building occupants.

The Presiding Officers (the President of the Senate and the Speaker of the House of Representatives) are jointly responsible for the department. The Secretary of DPS is responsible to the Presiding Officers for the department’s efficient operation.

Information about DPS such as its annual report and strategic plan can be found on -http://www.aph.gov.au/About_Parliament/Parliamentary_Departments/Department_of_Parliamentary_Services/Publications.

The website also includes a brochure about DPS and our staff— http://www.aph.gov.au/binaries/dps/wearedps-brochure.pdf.


General advice to applicants

Employment opportunities in the Parliamentary Service are open to all Australian citizens and may be subject to a range of conditions including:

(a)  a requirement for a probationary period;

(b)  security and character clearances;

(c)  working with children check; and

(d)  a health clearance.

If you are not an Australian citizen, and have already applied for citizenship you may still be considered for engagement on the condition that you are able to gain Australian Citizenship within a specified time. Failure to obtain citizenship within the timeframe could lead to termination of engagement.


If you have accepted a redundancy benefit from a Commonwealth employer (including the Parliamentary Service and the Australian Public Service), you cannot be employed by DPS until your exclusion period (the number of weeks for which you received a redundancy benefit) has expired. If you would like to discuss your eligibility, please contact Recruitment on telephone (02) 6277 5200.

The Parliamentary Service Act 1999 provides for mobility between the Australian Public Service and the Parliamentary Service.

Conditions of employment and salary

Conditions of employment and rates of pay for non-SES DPS staff are specified in:

(a)  the Department of Parliamentary Services Enterprise Agreement 2011;

(b)  the Parliamentary Service Act 1999;

(c)  Parliamentary Service Determinations; and

(d)  Parliamentary Service Commissioner’s Directions.

Note: Persons commencing with DPS will generally be paid at the bottom of the salary range for the relevant classification.[1]

Superannuation

Employees may be required to make superannuation contributions under the Superannuation Act 1976, the Superannuation Act 1990, or the Superannuation Act 2005, whichever is applicable. In addition DPS will pay an employer contribution rate as determined by the relevant fund.

PSL4 IT Support Desk Analyst - Applicant Information Pack – JO670 Page 5 of 7

This cover sheet must be included with your application

Job application cover sheet – Reference: JO670

Personal Details: Male Female
Surname: Given names:
Business hours contact number: / After hours contact number:
Email:
Address:
Postcode:
Are you an Australian citizen?
If No, have you applied for Australian Citizenship?
Date of application: / Yes
Yes / No
No
Have you accepted a Voluntary Redundancy from a Commonwealth funded agency within the last 36 weeks?
Yes No
If “Yes”, what date did your exclusion period end:
Date of voluntary redundancy: Name of agency:
Employment Details: Current employer:
If APS are you: Ongoing Non-ongoing
If APS employed as (level): / AGS Number:
Do you hold a security clearance? Yes No If yes, which level do you hold?
Baseline (Protected/Restricted) Negative Vetting (Secret/Highly Protected/Confidential)
Negative Vetting 2 (Top Secret) Positive Vetting
Referees: Please provide contact details of two referees to support your claims for this position.
Note: Your nominated referees should be a current and/or recent supervisor/manager.
1. / 2.
Relationship: / Relationship:
Ph: / Ph:
Do you wish to identify as: / an Aboriginal or Torres Strait Islander
a person from a different ethnic or racial background
a person with a disability
If selected for interview, will you require any special requirements/arrangements to be made? Yes No
If yes please advise:
Do you have any relatives or friends currently working in DPS? Yes No
If yes provide details:
(for the purpose of this question a friend is defined as someone with whom you socialise with outside of work 6 or more times a year)
Have you ever been found to have breached the APS code of conduct or similar terminated from employment for misconduct? Yes No
If Yes, Recruitment will contact you to discuss.
I confirm that the information I have provided above and the details in my attached application are, to the best of my knowledge, true and correct. I acknowledge that it may be an offence to knowingly provide false information.
Name: / Date

PSL4 IT Support Desk Analyst - Applicant Information Pack – JO670 Page 5 of 7

Duty Statement

Classification: / PSL 4
Position No.: / Multiple
Local Title: / IT Support Desk Analyst
Branch: / ICT Infrastructure Branch
Section: / IT Services
Immediate supervisor: / PSL 5
Security assessment: / Negative Vetting Level 1

Under broad direction, undertake duties in accordance with the agreed standards for Parliamentary Service Level 4. The duties may include, but are not limited to, some or all of the following:

a)  Provide a standard range of core customer services including support desk and phone based first level support to clients for IT services, and other DPS services, within an ITIL framework.

b)  Understand, respond and resolve customer enquiries and refer upwards where necessary.

c)  Liaise with customers in relation to their requirements and provide consultancy advice and assistance based on professional knowledge relating to computing and mobile technologies.

d)  Assist in the production of documentation and promotional material.

e)  Provide professional technical advice and assistance to staff as required.

f)  Undertake activities to develop knowledge and expertise in relation to professional skills.

g)  Undertake other tasks as directed to ensure the efficient and cost effective delivery of products and services provided by DPS.

Duties representing highest function: / Service Delivery / Technical
Reviewed and approved by Steve McCauley & Recruitment: / April 2014

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Selection Criteria

Classification: / PSL 4
Position No.: / Multiple
Local Title: / IT Support Desk Analyst

1.  Sound knowledge and understanding of computing in a networked environment, Microsoft Office products including Outlook in an Exchange server environment, and an understanding of support desk operations.

2.  Experience in a first level phone based IT support role and demonstrated capacity to work in a support desk team providing a high level of support within an ITIL framework. This includes:

(a)  Ability to troubleshoot, analyse, diagnose, and resolve complex IT problems;

(b)  the ability to summarise and document each call in an ITIL compliant logging tool; and

(c)  demonstrated organisational skills.

3.  Strong client focus with ability to communicate with a range of stakeholders, including high level VIPs.

4.  Demonstrated ability to follow processes, policies and directives in order to provide a high level of client service.

5.  Capacity to work independently and as a member of a team.

6.  Eligibility and/or job specific requirements:

a)  Ability to work rostered shifts within a specified time period, currently 8:00AM to 8:00PM;

b)  perform on-call support duties;

c)  hold a Negative Vetting Level 1 security clearance or higher; and

d)  An ITIL foundation certificate and/or knowledge of ITIL would also be an advantage.

Reviewed and approved by Steve McCauley: / April 2014

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[1] Clause 224 DPS Enterprise Agreement 2011