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Attorney-General Vacancy N.N. 10746298
Attorney-General's Department Closing date: Monday, 25 March 2019
Job Title: Assistant Service Desk Team Leader – VIP
Division: Information
Job Type: Ongoing, Non-ongoing (Temporary), Full-time
Salary: $73,277 - $77,700
Location: Symonston - ACT
Broadband: APS Level 5/6 (APS Level 5, APS Level 6)
Classification: APS Level 5
Agency Employment Act: PS Act 1999
Position No: 1015/ID

Job Description


To obtain a copy of the Vacancy Information Kit for this vacancy, please click on the ‘Apply Online’ button at the bottom of this advertisement.

The APS Level 5 Assistant Service Desk Team Leader - VIP, supports the Service Desk Team Leader and manages IT support for the Attorney General Department including the Australian Government Solicitor, its VIP clients and oversees the IT Service Desk front desk. The role provides professional VIP support and manages the client support team including the prioritisation of workload and documentation for the role. The APS 5 Assistant Service Desk Team Leader is part of the section’s leadership team and participates in planning and contributes to decisions being made.

We seek people who bring ideas, diverse experience, and global perspectives, and are willing to explore innovative ways of working. People who work for us will display leadership at all levels, apply information effectively in order to solve problems, and work collaboratively to achieve outcomes.

Under limited direction, the APS Level 5 Assistant Service Desk Team Leader - VIP manages IT support for the AGD VIP clients and the IT Service Desk front desk. The role is responsible for the following tasks and responsibilities:
• Manage resources to deliver effective and efficient IT support to the department in particular VIP clients
• Ensure high quality support is provided within service level timeframes and analysis is used to inform Level 1 training requirements
• Manage documentation associated with the role and its operations
• Manage members of IT Support VIP and Client support team
• Maintain a sound rapport with all stakeholders
• Ensure all service expectations are being met and investigate when they are not
• Ensure all jobs are appropriately escalated to level 3 and follow up on outstanding jobs
• Manage and/or provide induction and “on the job” training for IT Service Desk staff
• Provide advice on policies and procedures that will impact service delivery
• Provide an escalation point for IT staff with more complex jobs
• Provide technical advice and escalate potential issues or identified trends to management
• Monitor the Parliament/VIP queues to ensure jobs are actioned in a timely manner
• Ensure training, Standard Operating Procedure (SOP) and knowledge articles are maintained and being utilised
• Coordinate the on-call roster and participate in on-call duties
• Liaise with AGS IT Staff for VIP related matters as required
• Configure assets for VIP and Ministerial clients (such as; iPhones, iPads)
• Contribute to the reporting
• Assist during Senate estimates
• Assist with Video conferencing for SES and also extend to external vendors to organise repairs as required
• Identify opportunities to expand own knowledge and technical skill, seek out others’ expertise and assist in the transfer of knowledge to others
• Ensure that decision-making and advice are outward looking and based on critical analysis and evidence
• Contribute to a positive culture that values innovation and ideas


Applicants offered employment will be required to successfully undergo a police record check and be able to obtain and maintain a security clearance at a specified clearance level. The successful applicant must be willing to disclose all relevant and required information.

Successful applicants engaged into the APS will be subject to a probation period.

Other preferred qualifications:
• ITIL Accreditation
• Information Technology qualifications
• Vendor specific training completed with respect to desktop applications, networking, and/or operating systems
• Ability to work as part of project and development work being run within a team


Non-ongoing opportunity will be offered for a specified term

Non-ongoing opportunities will be offered for a specified term of varying periods up to 18 months, with the possibility of extension. The maximum initial engagement period is 18 months which can possibly be extended to 3 years as per the Public Service Regulations 1999, Sub-regulation 3.5(3).requirements

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information see:

About Attorney-General's Department 

The Attorney-General’s Department serves the people of Australia, and supports the Attorney-General as First Law Officer, by providing high-quality legal services to the Commonwealth.

The department operates in a diverse and complex environment to address challenging issues. We have a highly-skilled and engaged workforce with includes practitioners in policy development and implementation and program administration. The department also has a large contingent of practicing lawyers, particularly within the Australian Government Solicitor, an element of the department.

The department is committed to having a flexible and inclusive workplace and recognises and values the diversity of the wider Australia community.

To Apply

Position Contact: Dominik Fabjanowski, (02) 6141 2611
Agency Recruitment Site:
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware that;
.  the names of successful applicants may also be notified in all formats of the electronic Public Service Gazette
.  applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
This notice is part of the electronic Public Service Gazette PS11-Tue - 12 Mar 2019 Published by Australian Public Service Commission.
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