APS 4 - Service Centre Analyst

Business and Information Management Solutions
Infrastructure and Service Delivery
Position Number: 
Weekly Hours: 
36:45 Full Time
Immediate Supervisor: 
Executive Level 1
Security Classification: 
Position of Trust (POT)
Closing date: 
Sunday, June 19, 2016

The Successful applicant will work as a member of a team within the Infrastructure and Service Delivery Section. They will asist in client support providing phone support, mentoring, recording and addressing issues as wel as visiting client to support equipment or sytems. The Service Centre Analyst will have business and technical skills and an appreciation for the delivery of quality customer service.

The capabilities required for this role are defined by the APS Integrated Leadership System (ILS) capabilities at the APS4 Level, and the Level specified below for the Skills Framework for the Information Age (SFIA) capabilities listed below, the latter which in turn form part of the Australian Public Service ICT Capability Framework.

A complete listing of the SFIA ICT capabilities can be found at https://www.ipaustralia.gov.au/about-us/careers/ict-professional-profiles

Further information about the ILS capabiliteis can be found at http://www.apsc.gov.au/ils/index.html

Under general direction, participate as an effective member of the Service Centre Team providing routine support to users of IP Australia’s desktop environment. Note: Successful applicants will be required to answer telephone calls on a roster system between 8.00 am and 5.00pm Monday to Friday.


  • As a member of the Service Centre, participate in tasks within a clinet-focused team providing developement, enhancement, implementation and support services for business and information technology systems.
  • The Service Centre Analyst under limited direction will be required to do:
    • Provide operational advice on IT related business support
    • Answer telephone calls on a roster system between 8.00am and 5.00pm Monday to Friday
    • Be available to perform extra duty outside of normal work hours
    • Support the adminisstration of user provisioning activities in Active Directory and Microsoft Outlook. Includes the management of mailboxes and distribution lists.
    • Assist in the management of IP Australia’s desktop services, with an emphasis on provision of a customer oriented Service Centre Support service for all computer hardware and software;
    • Assist in the delivery of stable and efficient remote access and network print systems;
    • Provide assistance in controlling movement & documentation of assets, technical documentation, customer support manuals, and incidents and their resolution;
    • Provide input into implementation of minor projects.
  • Demonstrates attitudes and behaviours responsive to workplace change (including participates in and encourages others to participate in change and contribute to successful outcomes)
  • Improves organisational performance through effective engagement with and management of risk within relevant sphere of influence
  • Establishes clear expectations and creates an environment to achieve stated goals and objectives, takes ownership and honours commitments
  • Maintains an understanding of their/worker responsibilities under the Work Health & Safety Act 2011 (WHS Act) and a commitment to promoting a healthy and safe workplace.

Experience in providing client support for Windows 7, Citrix, Outlook & Active Directory services is highly desirable. Relevant qualifications in Information Technology and/or equivalent demonstrated practical experience in a service desk environment. In particular, experience configuring and supporting Microsoft desktop operating systems.

  • Provide a written response to each selection criteria on why you are the right person for the advertised role, in context of being able to perform the specific duties and capabilities (Maximum of 250 -300 words per criteria, 1800 words total)
  • Provide a current CV
  • Provide the name and contact details of two referees with your application.

Applications must be submitted through the IP Australia Web Recruitment system (ESS)
Please note: you MUST be an Australian Citizen to be engaged in the APS and to meet IP Australia’s security clearance requirements

  1. Supports Strategic Direction – Provide evidence of your capabilities, including an example of when you have demostrated a strategic approach in a business solution.
  2. Achieve results- Provide an example of when you have been required to achieve results within a team environment to deliver a positive outcome.
  3. Supports productive working relationships - Provide evidence of your capabilities, including an example of how you built effective or maintained relationships with your organisation for the benfit of the organisation.
  4. Displays personal drive and integrity - Provide evidence of your capabilities, including an example of when you have used your initiative to improve your workplace. Highlight how you dealt with uncertainties in the environment.
  5. Communicates with Influence - Provide evidence of your capabilities, including examples of when you have demostrated communication skills to present a strategic approach and to elicit information from a range of stakeholders.
  6. Demonstrated ability in the support and delivery of corporate desktop services, Service Desk and incident management, such as:
    • Installation, configuration, testing and ongoing support of networked desktop hardware and software;
    • Maintenance of corporate desktop standards;
    • Support of network printing services and Citrix environments;
    • Administartion of Windows operating systems;

For further information pertaining to this job please contact Ben Drysdale on (02) 6283 2627

Contact details of two relevant referees are to be provided at the time of application.


Apply for this role

Working in IP Australia

Australia’s Intellectual property (IP) rights system supports innovation, investment and international competitiveness. IP Australia administers Australia’s IP rights system, specifically patents, trade marks, designs and plant breeder’s rights. IP Australia also undertakes programs to educate and promote an awareness of intellectual property (IP), provides IP policy input to Government, develops legislation to support the IP system and contributes to bilateral and multilateral negotiations to improve IP protection internationally.

IP Australia strives to deliver robust IP rights efficiently, satisfy our customers in terms of timeliness and value for money and be recognised as one of the leading IP offices in the world for the quality (including accuracy and consistency) of the IP rights we grant. IP Australia is committed to external certification of our Quality Management System which involves applying ISO 9001:2008 to key business processes and to environmental management through ISO14001 certification within the agency.

All IP Australia staff contribute to the achievement of organisational outcomes and the overall management of IP Australia by assisting, as appropriate, the Commissioner of Patents and the Registrars of Trade Marks and Designs and Plant Breeder’s Rights, and their deputies (where relevant), to perform statutory functions, and where appropriate, exercise relevant delegations.

IP Australia recognises the importance of employees balancing their work and personal lives by offering staff access to an ongoing series of health and wellbeing programs, flexible work-life policies and a range of professional development programs. IP Australia is a breastfeeding friendly workplace.

The IP Australia office in Canberra provides high quality accommodation and facilities. These include: an on-site café, conference, meeting and training rooms; limited on-site parking for cars and motor cycles available on a rotational basis; the provision of undercover bicycle racks; excellent shower/change facilities for staff choosing to walk or ride to work; and the advantage of all staff being co-located in the one building.

Please note: All IP Australia positions are subject to an ENTRY ONLY pre-employment check unless a higher security clearance has been identified. Other pre-employment checks may also apply.


Job documentation updated and endorsed for use: 
Tuesday, May 31, 2016