• Provide effective and timely IT support to CSIRO staff.
• Work with a team of dedicated professionals.
• Join CSIRO's IMT Client Service Delivery team!

The position

CSIRO Information Management and Technology (IMT) are seeking talented IT-minded people to join the Client Services Delivery Remote Services (CSD RS) team to aid in the delivery of effective and timely IT support within CSIRO.

IMT’s CSD group is responsible for providing effective and timely IT support to CSIRO across Australia. The Remote Services team is comprised of support staff in Victoria, Queensland and Western Australia.  CSD RS is the first point of call for IMT’s clients. They are responsible for logging and management of all tickets, providing telephone support, ticket resolution utilising remote desktop technology, and escalation to second- and third-level support for resolution where necessary.

Applicants for this positon may also be required to perform duties for the CSD On Site Support group, such as physically building and delivering computers, setting up IP tel devices and patching network switches.

As a CSD staff member, you will be expected to actively contribute to the quality of the service delivered to clients. You must have an excellent customer service ethic, strong IT knowledge and skills, and be able to provide an effective and efficient response to incidents and requests spanning a broad physical and technical range and with varying levels of complexity. You will also have outstanding organisational, interpersonal, and communication skills.

You will actively contribute to IMT’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. Your demonstrated client focus will gain the support of key stakeholders, and contribute to integrating IMT technical solutions with business requirements to achieve CSIRO’s strategic and organisational objectives.

Security Clearance:
This is a security assessed position. Applicants must be an Australian citizen, with successful candidate either holding or having the ability to obtain a Baseline Australian Government security clearance or undergo other employment suitability checks as required.

Your duties will include:

• Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests
• Deliver IT support to provide resolution in a timely manner to problems or requests that require On Site attendance.  Examples include:

           -  Deployment of PC desktops, laptops, LCD monitors, printers and other IT related equipment.
           -  Network Port patching.
           -  Software fault assistance.

• Conduct analysis, classify and transfer of service tickets to relevant support groups via the service management toolset.
• Apply known solutions to customer reported issues.

Location:           St Lucia, QLD or Kensington, WA
Salary:               $62K - $79K plus up to 15.4% superannuation
Tenure:             Indefinite
Job reference: 58502

To be successful you will need:

• A formal tertiary qualification in an Information Technology field, or equivalent Information Technology experience.
• Current Australian citizenship, and have the ability to meet baseline National security requirements.  
• Previous experience in a customer service environment and supporting a broad range of IT services, including:
  a. Network services, both local and wide area;
  b. Videoconferencing/IP telephony services;
  c. Microsoft Windows-based workstation environments in an Active Directory framework;
  d. PC hardware and software installation, configuration and troubleshooting.
• A strong service delivery focus, including excellent oral and written communication skills and demonstrated effective interactions with clients regardless of their levels of IT skill and experience.

Before you apply please view the full position details and selection criteria here:  Position description

The Commonwealth Scientific and Industrial Research Organisation (CSIRO)

We imagine. We collaborate. We innovate. At CSIRO, we do the extraordinary every day. We innovate for tomorrow and help improve today – for our customers, all Australians and the world. We do this by using science and technology to solve real issues. Diversity is the compass that navigates our innovation. We provide an inclusive workplace that respects, values and actively pursues the benefits of a diverse workforce.

We work flexibly at CSIRO, offering a range of options for how, when and where you work. Talk to us about how this role could be flexible for you.
Find out more here!  Balance

How to apply:  Please upload 1 document only that contains your cover letter and resume that best demonstrates your ability to meet the requirements of this role as defined in the position description document.

Applications close:  11:59pm AEST, Sunday 23 Sept 2018