Helpdesk/User Support

Helpdesk/User Support

Job Title: Helpdesk/User Support
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2019-10-24
Reference: V-36767-1
Contact Name: Joanne Finchett
Contact Email:
Job Published: October 25, 2019 13:32

Job Description

Seeking a Helpdesk/User Support

The Role:

GBU seeks to partner with industry to build and maintain a team environment. All team members shall work together to share functions of the software development lifecycle (SDLC), in an agile method. Team members may not necessarily be engaged from the same vendor.

All team members shall perform common tasks under limited direction:

• System/application administration, quality improvement

• Maintain documentation (GENESYS/system/application design, development and handover notes)

• Support/deliver in-class/one-on-one training delivery

• Liaise with clients, partner-systems and suppliers

• Undertake mandatory training

• Mentor, develop, inform other team members

• Other tasks as directed by the Commonwealth representative


In addition, this team member shall perform the following specific work:

• Maintain documentation (helpdesk log, problem-analysis to identify training gaps)

• Support, conduct GENESYS-related training

• Monitor and maintain group mailboxes

• Monitor and maintain telephone helpline

Selection criteria
Essential criteria

  • reliability in a team environment - 30%
  • excellent written/verbal and interpersonal skills - 20%
  • Proficiency with MS Office suite, HP Service Manager, familiarity with database concepts and good time-management skills - 20%
  • Contribution to a balanced team in terms of a personal drive/strength and personality. - 30%
Desirable criteria
  • Vendor is an indigenous business or is able to demonstrate commitment to the Commonwealth’s Indigenous Procurement Polic

Location and Contract Term:

The role is based in Canberra or Offsite, 12 Month Contract with 1 x 6 Month Contract extension.

Security Requirements:

Applicants must be Australian Citizens. A NV1 security clearance is Required

How to Apply:

Applications close 30 October 2019  

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Kelly Shockley 1300 944 936 for any further information