The Australian National Maritime Museum is seeking an experienced and motivated ICT Service Desk Level 1 Support to join our ICT team in this full-time, non-ongoing APS Level 4 position for 12 months with the possibility of ongoing.

About the Australian National Maritime Museum
As one of Sydney’s most visited museums, the Australian National Maritime Museum shares our national maritime story across Australia and the world, online, onsite and through research, presentations and travelling exhibitions, and provides must-visit museum experiences that delight and inspire.

We connect our visitors with the oceans and waterways that are the heartbeat of who we are. From deep time to modern Australian and beyond, we explore our past, our present and future as an island nation shaped by sea, offering a sustainable and cohesive vision for the future.

The Museum welcomes over 2.5 million local, interstate and international visitors annually, and is supported by a thriving and passionate staff, membership, volunteer and education base. Find out more at sea.museum.

About the Role
The ICT Service Desk Level 1 Support role is pivotal in delivering high-quality, customer-focused technical support to ensure the Australian National Maritime Museum’s ICT systems and users are supported efficiently and effectively. This role serves as the primary point of contact for IT-related inquiries, providing timely resolutions, maintaining accurate records, and contributing to continuous service improvement.

Please note: This recruitment process is intended to fill both current and future vacancies. While the position on offer is non-ongoing, a merit pool of suitable applicants may be established to fill similar ongoing and non-ongoing positions within the next 18 months.

Key Accountabilities
Under general direction, this position is responsible for delivering the following functions:

• First-Level Technical Support: Efficiently handle incoming requests via phone, email, or ticketing systems, logging incidents accurately, and resolving issues promptly within agreed service level agreements (SLAs).
• Issue Resolution and Escalation: Respond to common IT queries, troubleshoot hardware, software, and network issues, and escalate complex incidents to higher-level support or third-party vendors as needed.
• User Education and Support: Conduct initial problem assessments, provide clear guidance to end-users to prevent recurring issues, and promote self-service options where applicable.
• Knowledge Base Contribution: Maintain and enhance the department’s knowledge base by documenting known errors, resolutions, and user guides to support consistent service delivery.
• Stakeholder Communication: Collaborate with internal stakeholders, team members, and external vendors to provide timely updates, feedback, and resolutions, ensuring a high standard of customer service.
• Incident and Asset Management: Maintain accurate records of incidents, service requests, and asset inventories, recommending process improvements to enhance service efficiency.
• Audio-Visual and System Support: Provide backup support for ICT audio-visual equipment and assist with the deployment, maintenance, and optimisation of ICT systems and infrastructure.
• Team Collaboration: Work closely with the ICT team, managed service providers, and vendors to ensure seamless support delivery, performing additional duties as directed by the Chief Information Officer or ICT Manager Operations and Services.

Selection Criteria

1. Experience with Service Desk support.
2. Basic IT knowledge, including infrastructure management tools.
3. Excellent communication and customer service skills.
4. Independent problem-solving skills with the ability to resolve problems promptly and efficiently.
5. Ability to self-manage and accountable for issues under pressure as well as being flexible with responsibilities, duties and hours.

Qualifications and/or relevant experience required
Desirable:

• Technical Proficiency: Basic understanding of IT systems, including Windows/macOS environments, Microsoft 365, networking fundamentals, and audio-visual equipment.
• Customer Service: Strong interpersonal and communication skills to deliver user-friendly support and manage expectations.
• Problem-Solving: Ability to troubleshoot and resolve common IT issues with a proactive and analytical approach.
• ITIL Awareness: Familiarity with ITIL principles (e.g., incident management, service request fulfillment) is desirable but not essential.
• Teamwork: Collaborative mindset with the ability to work effectively in a team and with external vendors.
• Education/Experience: Relevant IT qualifications (e.g., Certificate III/IV in Information Technology) or equivalent experience in a service desk or technical support role.

When applying via our online e-recruitment system, please provide a written application addressing each Selection Criteria. Your current resume is also to be included in your application.

In addition to an application and your resume, the assessment process for this position may also include an interview and referee reports.

Applications Close: 11:30pm AEST, Sunday 17 August 2025. No Applications will be accepted by mail or email.

Selection for this position will be made on the basis of relative merit which will be assessed against each item of the selection criteria. Applications that do not address the selection criteria will not be considered for shortlisting by the Selection Panel. As part of the selection process the Selection Panel may invite candidates to undertake online testing, skills-based assessment and provide samples of written work at interview.

This position is open to all eligible members of the community, and we welcome and encourage applications from people with disability, the LGBTIQ+ communities, from Aboriginal and/or Torres Strait Islander people, and people from culturally and linguistically diverse backgrounds. To be an eligible member of the community, you must be an Australian citizen. Applications may be accepted from Australian permanent residents who are in the process of acquiring Australian citizenship. All employees will be required to satisfactorily complete an Australian Federal Police National Police Check and obtain and maintain a Working with Children Check registration