RFQ-ASD-LH-02639 Customer Support Analyst

Due to the nature of clients we work with here at Kinexus and the projects these roles will be based on, an Australian Government Top Secret Positive Vetting (TSPV) clearance is essential.

These opportunities do not have the ability to obtain sponsorship for a security clearance (including applicants who currently hold a security clearance seeking to upgrade).

ABOUT THIS ROLE

The Customer Support Analyst will provide essential support to the department's ICT Support Organisation. The Customer Support Analyst will act as the first point of contact for service queries, receiving and handling requests for support. They will respond to a broad range of services, provide first line investigation and diagnosis, and promptly allocate unresolved issues as appropriate.

Due to the nature of the project this role requires applicants to hold PV security clearance.

Estimated start date: Tuesday, 01 July 2025

Initial contract duration: 12 months

Extension term: 12 months

Number of extensions: 2

Location of work: SA

Working arrangements: SA, 5 days a week in the office. Candidates must be willing to undergo ASD's Organisational Suitability Assessment (OSA) prior to engagement. Candidates required to have PV clearance.

ABOUT THE COMPANY

Australian Signals Directorate (ASD) is the federal agency responsible for foreign signals intelligence, cyber warfare and information security. ASD's purpose is to defend Australia from global threats and help advance our national interests.

Situated in Canberra, ASD employs over 2000 TSPV cleared workers. ASD's workforce is growing rapidly. Areas of growth include PMO, cyber security, systems administration and engineering, software development and network engineering.

A top-security, complex and highly technical environment, ASD plays a vital role in the defence of Australia. Long contracts (12 months+) available.

JOB DUTIES AND RESPONSIBILITIES

• User query/issue handling: Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Communicating with users: Ensuring that various types of information are communicated to users through the appropriate channels.
• Asset Management: Ensuring assets are managed and tracked and stock levels are tracked and managed to ensure continuous supply.
• Account Management: Ensuring that account creation, reactivation and approval/cancellation processes are seamlessly managed and delivered.
• Optimisation: Ensuring improvement of the processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing, and other organisational changes.
• Accountable for ensuring that all requests for support either phone calls, walk ups or self-service tickets are managed according to set standards and procedures. In particular:
• Acting as a first point of contact for users.
• Identifying and diagnosing issues and problems.
• Categorising and recording queries.
• Providing solutions to issues.
• Advising users on the appropriate course of action.
• Monitoring issues from start to resolution.
• Managing the high side account process from creation, reactivation and delivery to the end users as well as deactivation.
• Escalating unresolved problems to a higher level of support, if needed.
• Providing essential online security advice and support.
• Logging issues and resolutions, tracking trends, and sharing insights with relevant stakeholders.
• Managing the high side and BSM account process from creation, reactivation and delivery to the end users.
• Providing advice on account requirements to the stakeholders within the frame work of EHUB policies.
• Training and developing staff to be able to deliver the high side accounts to the stakeholders in a timely manner
• Maintaining and improving the account management delivery process with maximum efficiency.
• Monitoring and reporting issues impacting the account creation/activation process from start to resolution.
• Manage, maintain and continuously improve the existing Data Dissemination and Data transfer process by ensuring policy, data privacy and security, coordinating data transfer processes, and collaborating with stakeholders.
• Provide monthly reporting on:
• Number of calls/walk-ups/self-service tickets opened/closed.
• Number of abandoned calls.
• Number of tickets /type/trends

SKILLS & EXPERIENCE NEEDED

Essential criteria

• SFIA code CSMG Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
• SFIA code ASUP Follows agreed procedures to identify and resolve issues with applications. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
• Australian Citizenship and a TSPV security clearance is essential

Desirable criteria

• Previous experience working in a Defence environment or high-security environment

BENEFITS

Why work for ASD?

• Work on interesting and prestigious projects vital to the ongoing defence of Australia.
• Flexible work environment; work the hours that suit you between 7am and 7pm.
• Low attrition rate: the great variety of projects and opportunities across different business areas ensure few workers leave ASD.
• Long contracts available.
• Fantastic growth opportunities available at any stage of your career.

Why Kinexus?

• Kinexus has been supplying TSPV contractors to government panels since 2004 and have a strong relationship with them. We are one of just 9 suppliers Australia-wide.
• Our experience in managing contractors in defence/national security industries means we understand the requirements from the Commonwealth, insurances and clearances.
• DISP accredited; we can hold clearances and manage renewals.
• Dedicated account manager (me!) who is your dedicated POC and offer continuous contractor care.
• Rate negotiation guidance in line with the SFIA framework.
• Dedicated payroll assistant who facilitates your taxes and super.
• We proactively chase timesheet approvers to ensure you get paid on-time and error free.
• Regular visits to Canberra for coffee, lunches and quarterly drinks events.
• We can facilitate novated car leases, LAFHA or salary sacrifice.
• We'll keep you up to date with the most appropriate, interesting opportunities in your field.
• Community matters. Kinexus supports women in Defence through our female mentoring program and rewards referrers through our Referral Rewards scheme.
• Support for your health and wellness through counselling support (EAP) available for all contractors and their families.

Kinexus is the leading recruitment partner to the defence industry in Australia. We support our community in making intelligent connections and create opportunities to help grow careers.

All applications should include your resume as a word document. For more information, visit our website, www.kinexus.com.au or contact Cindace Prasad at 0449 511 324. #LI-CP