HELP DESK ANALYST
APS LEVEL 5
$68,315 - $72,440 plus superannuation
ONGOING / FULL TIME
POSITION NUMBER: 904
NATIONAL SUPPORT OFFICE, CANBERRA
Please note this position may be filled based on written application/referee report only.
Notified in the APS Employment Gazette:
Thursday, 10 December 2015
Closing date for applications:
Thursday, 17 December 2015 (11:55PM)
Expected Date of Commencement:
ASAP
Once you have read the information about the duties of this position, please contact
Mr Rob Southwell on (02) 6243 8664 if you have any questions.
HOW TO APPLY FOR THIS POSITION
Please include with your application:




The Family Court and Federal Circuit Court Job Application Coversheet
A comprehensive statement of claims against the selection criteria
An up to date resume detailing your skills and work history
Certified copies of relevant qualifications
Please Note: Receipt of email applications will be acknowledged, however mailed or faxed applications will not.
Please submit your application to:
Email:
Postal Address:
Fax:
fcoajob904@familycourt.gov.au
Attention: Recruitment Officer
Human Resources
Family Court & Federal Circuit Court
GPO Box 9991
CANBERRA ACT 2601
(02) 6243 5680
Please Note: Late or incomplete applications will not be accepted without prior approval. Please advise in
writing or email if you decide to withdraw from the selection process.
The Family Court and Federal Circuit Court is an equal opportunity employer.
‘One APS Career… Thousands of Opportunities’
APS Level 5 – Help Desk Analyst
Position Description and Selection Criteria
OVERVIEW
The Family Court and Federal Circuit Court (The Courts) is the largest superior courts in
Australia providing family law services for over 200,000 new clients each year in all States and
Territories except Western Australia.
The Courts Strategic Plan, Service Charter and National and Registry Business Plans clearly
identify our purpose, vision and business outcomes. All incorporate a strong focus on client
service and a commitment to the ongoing development and support of staff necessary to meet
our strategic goals.
The Courts function has evolved as a result of reforms to the Family Law system which took
effect on 1 July 2006. The establishment of the Family Relationship Centres from that date, in
combination with the Federal Circuit Court’s capacity to manage less complex family law
cases, enables the Family Court of Australia to focus its resources on the determination of the
most complex family law disputes. An important part of this work has been the development of
a combined registry to better service clients in family law across both Courts and to share
resources in ways that optimise cost-efficiency in administering the family law courts.
The purpose of the Courts is to:
 determine cases with complex law, facts and parties
 cover specialised areas, such as applications pursuant to the Hague Convention on
International Child Abduction, special medical procedures, and international relocation,
and
 provide national coverage as the appellate court in family law matters
The Courts has the following core values:
 commitment to meeting the needs of families and children
 integrity in all matters
 respect for people
 responsiveness to community needs, and
 cooperative work practices and shared purpose
Further information on the Courts is available from:
http://www.familycourt.gov.au
http://www.federalcircuitcourt.gov.au
The Courts has an IT infrastructure comprising a wide area network across all capital cities
(except for Perth) and other significant regional centres (other than WA), servicing over 1000
workstations. On its desktop the Court utilises Microsoft applications and Lotus Notes for Email and scheduling. The Court’s wide area network is a routed network, utilising Telstra and
Optus IP WAN services. Local area networks in each location utilise switched 1Gb Ethernet to
connect workstations to local servers that deliver file, mail, authentication, and other services.
The IT environment is managed by the Information, Communication and Technology Services
group (ITS), which forms part of the National Support Office (NSO), located in Canberra. The
ITS group is organised into teams, including Infrastructure, Applications, and Information
Management.
Technical support for the IT infrastructure is provided by a Help Desk and a Technical Support
Group, both of which report to the IT Infrastructure Manager. The Help Desk provides first and
second level support for all users, as well as routine moves, adds and changes. The
Technical Support Group provides third level support, as well as design and development
activities.
Reviewed
July 2013
PURPOSE OF THE POSITION
The successful applicant will be responsible for delivering first and limited second level
technical support to system users as well as assisting with incident resolution and monitoring
system performance. They will be required to assist with project work that may involve travel to
other court locations and other duties as directed.
IMPORTANT FUNCTIONS OF POSITION
The people appointed to these positions are expected to carry out their duties so as to:
 satisfy all relevant statutory obligations
 satisfy the APS Values and Code of Conduct
 contribute to and support achievement of the Court’s strategic and business plans
 operate within the Court’s policies and procedural guidelines, and
 support and contribute to the Court’s Service Charter
KEY RESPONSIBILITIES AND DUTIES OF POSITION
Help Desk Analysts are required to provide Desktop/Network support services as part of the
Family Court IT Help Desk Team located in the Canberra National Support Office. Duties of
the positions include:
 Delivering first and limited second level technical support to system users
 Managing the process of incident resolution, including ensuring that incidents
escalated to second level support staff are completed, and communicating with the
affected user(s)
 Monitoring system performance and performing regular housekeeping tasks
 Providing a channel for communication with system users to ensure they are kept
informed of system events, scheduled outages, and the like
 Providing assistance with project work as required. This may involve travel to other
Court locations.
Reviewed
July 2013
REPORTING RELATIONSHIPS
The Help Desk Team reports to the Help Desk Manager who in turn reports to the
Infrastructure Manager. The Help Desk Team also works closely with other ITS staff,
particularly members of the Technical Support team within the Infrastructure group.
SELECTION CRITERIA
Essential
1. Experience in the provision of desktop/network support services.
2. A broad range of technical skills including Lotus Notes, Novell Netware, Citrix
Metaframe, Windows 7, MS Office, VPN, Apple Devices, Next G, Networks and
Cisco/Polycom Video Conferencing.
3. Strong communication and negotiation skills, both verbal and written, as well as the
ability to work effectively with all levels of staff and management within the Court
(Judicial experience highly desirable).
4. Knowledge of or ability to quickly acquire knowledge of the Court’s key business areas
and operational requirements and skill in tailoring service delivery to suit different
situations.
5. Demonstrated effective organisational skills with the ability to work under pressure,
achieve objectives and manage competing priorities whilst managing day to day
enquiries and dealing with constant interruptions.
Desirable
 Tertiary qualifications, preferably in Information Technology or Computer Science.
 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.
Applicants are required to address both the Essential and Desirable Criteria as
stated above.
Reviewed
July 2013