Senior Help Desk Officer
Job Details
Job Title: Senior Help Desk Officer
Employment Type: Ongoing
Classification: Parliamentary Service Level 4
Closing Date: 11:30pm AEST, 24 December 2024
Contact: Craig Clancy, (02) 6277 5212, craig.clancy@aph.gov.au
The Opportunity
The Department of Parliamentary Services (DPS) is recruiting for a Senior Maintenance Help Desk Officer within the Property Services Branch.
The Property Service Branch is seeking to recruit a motivated, adaptable, and innovative person for the DPS Maintenance Help Desk. The Maintenance Help Desk is a unit within Maintenance Services and is the primary centre for logging & distributing Rapid Response work to Maintenance Services trades groups. The Work Orders can be generated via service calls to Help Desk, emailed requests, or by alarms generated on the Building Management System (BMS).
Maintenance Services is the maintenance authority for Parliament House and is responsible for repairs and maintenance of the building's structure, fabric, finishes, landscape, and all engineering services such as air-conditioning, power, lighting, hydraulic services, and movement systems.
Who we are looking for
Our ideal candidate will:
- Have knowledge of maintenance procedures.
- Be a team player and contribute expertise & guidance to effectively achieve outcomes.
- Have proficient computer and data entry skills.
- Have Demonstrated ability to work with maintenance management and control systems.
- Have proven communication skills and be able to converse clearly and confidently with all potential occupants of Parliament House including Members of Parliament and their staff, emergency and law enforcement agencies, and trade staff.
Job Specific Requirements:
1. Knowledge and experience commensurate with the level of the position including but not limited to:
- Aptitude for analysing building problems corrective actions by the appropriate trade, fire brigade or contractor.
- Ability to deal with client queries in critical situations and the ability to respond positively and effectively to client requests.
- Demonstrated ability to work with or adapt to modern technology including computerised building management and maintenance systems.
- Provide written reports of events.
- Demonstrated proficiency using SAP & Microsoft Office suite of products.
2. Demonstrated understanding of the building, its workings and occupants and the protocols unique to Parliament.
3. Strong client focus with proven communication and interpersonal skills, particularly the ability to:
- Converse with all building occupants including Members of Parliament and their staff, emergency and law enforcement agencies, trade staff and general public.
- Establish and maintain effective working relationships with clients, maintaining courtesy and discretion at all times.
- Supervise a small team to organise workloads, set priorities and contribute to the section outcomes.
4. Ability to be available after-hours, including during Parliamentary sitting periods, some weekends, and to fulfil the after-hours Duty Officer requirement on a rotational, seven-day cycle.
5. The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.
6. Work flexible working arrangements to meet operational requirements including Parliamentary Sitting, shifts, on-call rosters, out of hours works, weekends and duties as required, in the current Departmental Enterprise Agreement 2024 and any future agreements.
At DPS, we acknowledge the value diversity brings. We are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We welcome applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.
Duty Statement
Classification: Parliamentary Service Level 4
Branch: Property Services Branch
Section: Maintenance Services
Immediate supervisor: Assistant Director
Under limited direction undertake duties in accordance with the agreed standards for Parliamentary Service Level 4. The duties will include, but are not limited to, the following:
1. Undertake first response coordination of all emergency/incident repair work to the building, plant, equipment, fixtures & fittings and assist in the guidance and direction of incident response staff.
2. Operate the Building Management System (BMS) to ensure building functionality is maintained.
3. Log calls from building occupants, determine priorities and arrange for all necessary technical action by contacting the relevant Maintenance Services rapid response trade staff.
4. Input information and technical data into the computerised maintenance management system (SAP) and other relevant database or reporting systems. Manipulate data and extract reports and information from the systems as required.
5. Compile and generate Help Desk Service Reports for distribution to Executive Level.
6. Use your experience and knowledge to provide guidance to team members and assist with developing & improving Help Desk notifications, procedures, and reporting methods.
7. As required, provide after-hours support to ensure ongoing availability of the Help Desk, including during Parliamentary Sitting periods, some weekend maintenance activities, and through the Duty Officer role when the Help Desk is unattended.
Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.
How to apply
Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.
Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.
Our purpose and values
We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.
Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace.
Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.
What we can offer
Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:
• access to flexible work arrangements
• ongoing opportunities to learn and develop new capabilities
• a competitive remuneration package
• free secure underground parking
• free gym membership and access to recreational facilities
• on-site childcare, banking services, post office, value-for-money dining options and more.
Salary
Currently, the salary range for this position is $77,719 - $84,450 per annum.
Conditions of Employment
Employment opportunities at Department of Parliamentary Services are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:
• Australian citizenship – to be eligible for employment with DPS, applicants must be an Australian Citizen.
• Security clearance and character clearance – the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
• Health assessment – a pre-employment health assessment will be required where there are physical or medical requirements for the role.