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Service Desk/Complex Resolution Team Lead

Job Req ID

Home Affairs - 135523

 

Location

ACT; QLD; SA; VIC 

 

Classification

APS Level 5 - $80,748.00 and $87,572.00 plus 15.4% super (part time pro-rata)

 

Employment Type

Ongoing (Permanent), Full-time 

 

Flexible work

Flexible arrangements considered 

 

Contact Officer

AusCheck Resourcing Team on auscheckresourcing@homeaffairs.gov.au 

 

Applications close on 28/11/2024 at 11:59pm AEDT (midnight) - Late applications will not be accepted.

 

About our opportunity

 

This process is being used to fill up to 6 immediate vacancies. A merit pool may be established and used to fill similar vacancies for up to 18 months. 

 

About our team

 

Cyber & Infrastructure Security | Cyber & Infra Security Centre | Auscheck | AusCheck Service Gateway

 

AusCheck Branch, within the Cyber & Infrastructure Security Centre provides facilitates background checking services for security-sensitive critical infrastructure sectors in Australia. Through the AusCheck Issuing Body, AusCheck also issues Aviation and Maritime Security Identification Cards (ASIC and MSIC) for government agencies.

 

AusCheck ensures the identity of people, and coordinates their criminal and national security background checks, to determine their eligibility for unsupervised access to secure areas of infrastructure and supply chains in the aviation and maritime sectors, Security-Sensitive critical infrastructure, Security Sensitive Biological Agents (SSBAs, under the National Health Scheme), Major National Events (MNE) and an Identity Assurance Program (IAP) by the Department of Defence.

 

Please visit our website for more information about the Department of Home Affairs or Australian Border Force

 

Our ideal candidate

 

  • Ability to manage staff in a complex and dynamic work environment
  • Be accountable for organising their workflow and making independent decisions relating to their area of responsibility
  • Demonstrate self-awareness and a commitment to learning and personal development
  • Demonstrated ability to manage and prioritise multiple tasks with competing deadlines
  • Have good attention to detail.

 

Duties and responsibilities

 

  • Interpret and comply with legislative, policy and regulatory frameworks
  • Maintain and contribute to the delivery of high quality customer service activities to achieve business outcomes
  • Make decisions using good judgement, expertise and knowledge, under limited guidance ensuring decisions are governed by the application of regulations, best practice principles or the agency's operating instructions and procedures
  • Responsible to lead a team, allocate work, resources and tasks and set work area priorities, develop strategies and evaluate business outcomes
  • Work collaboratively with internal and external stakeholders to meet needs and expectations of product owner and delivery channel.

 

Additional information

 

Desirable:

 

  • Ability to complete a document and facial examination course
  • Obtain and hold aviation and maritime security identification cards (ASIC and MSIC)
  • Qualifications (and/or demonstrated equivalent experience) in a relevant field is desirable but not mandatory.

 

How to apply

 

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 28/11/2024 at 11:59pm (midnight) AEDT  – Late applications will not be accepted.

 

As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:

  • How your skills, knowledge, and experience will be relevant to this role

  • Any specific examples or achievements that demonstrate your ability to perform the role.

 

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 135523 in the document footer.

 

Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.

 

Eligibility

 

To be eligible for the position you must be an Australian Citizen.

 

The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance, and:
 

  • ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC).
  • Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.
     

In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.  

 

Diversity and inclusion

 

The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.

 

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 visit: https://www.apsc.gov.au/recruitability

 

Technical assistance

 

For technical enquiries please call or email for assistance:

 

 

Please include any applicable screen captures, a response will be provided during business hours.

 

Notes

 

The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position. The Australian Public Service (APS) Employee Value Proposition (EVP) highlights the top reasons our employees enjoy working in the APS.

 

The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.

 

Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at https://www.homeaffairs.gov.au/about-us/careers

 

Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.

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