1 Service Desk Analyst

This Tender is invited by the Issuer. Overview The Australian Digital Health Agency is seeking a Service Desk Analyst to join the consumer support operations team, reporting to the Complex Service Manager. The Role This position is responsible for providing operational oversight and governance of consumer support operations through: Provision of effective knowledge and training tools for escalations case work Allocating time-sensitive work tasks Monitoring and reporting on team activities Researching and responding to feedback and complaints Reviewing requests, recommendations and decisions regarding access to My Health Records Providing expert knowledge, guidance and advice to other teams within the Agency This is an APS Level 5 position. An APS Level 5 employee would generally be required to undertake work that is moderately complex to complex in nature and operate under limited direction. They are accountable for organising their workflow and making independent decisions relating to an area of responsibility. Employees at this level provide policy advice within an area of specialisation with advice based on policies and legislation, and undertake specialist or technical research and analysis, conduct investigations, and undertake procedural, clerical, administrative support or operational tasks. Employees may have a considerable public contact role and may be required to communicate with and provide advice to a wide variety of customers and external stakeholders. Work may include supervision of lower-level employees and responsibility for managing staff performance, allocating work and identifying opportunities for on-the-job training. Role Requirements Demonstrated experience for customer support in a clinical setting would be highly desirable Eligibility Must be an Australian Citizen Must pass a Police Check Must be able to obtain and maintain a security clearance Candidates assessed as suitable for the role but not offered the position for the current vacancy may be placed on a merit list.