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Important Message

On 31 October 2013, the Minister Assisting the Prime Minister for the Public Service, Senator the Hon. Eric Abetz, announced interim recruiting arrangements for the Australian Public Service.

As a result of these arrangements only current ongoing APS employees are eligible to apply for the following vacancies.

Further information regarding the interim arrangements is available on the APSC website.

Current Vacancies

**Please Note that this opportunity is only available to current Ongoing Australian Public Service employees**

Supporting Documents

Applications for advertised vacancies should be sent to:

Email: (preferred)

Recruitment Officer
Australian Research Council
GPO Box 2702
Canberra ACT 2601


Position: Service Desk Team Leader
Classification: APS 6
Employment Status: Ongoing
Position Contact: Ms Trish Leahey
Apply Address:   
Applications Close: Friday, 5 December 2014

About the Opportunity:
The Service Desk Manager (Team Leader) is responsible for managing the day to day operational the support desk within the ARC.  A key deliverable of the role will be to maintain clear work expectations, systems and processes to ensure the in-sourced support desk achieves identified objectives and key performance indicators.

Duties & Tasks:

  • Lead, supervise, coach, motivate, encourage, guide and develop Support Desk staff to ensure they provide excellent customer service
  • Conduct performance reviews, coaching, side by side monitoring and development to ensure staff achieve their key performance measures
  • Provide Level 1/2 support for general IT enquiries, ensuring that
    • Service Level Objectives are met;
    • all incidents are logged accurately within the incident recording tool and;
    • after-hours executive support on a roster basis;
  • Ensure the team process queries through all communication channels to the ARC assist (including the RMS  Service Desk), such as: phone, email and web-forms
  • maintain a register of the ICT services Branch software licences and contracts on behalf of the branch manager;
  • Provide secretariat services to the ICT change control committee
  • Other duties as required.

Selection documentation - PDF Format (304KB) - Word Format (37KB)

ARC Corporate Policies and Commitment Statements