Location Canberra
Job type Contract
Salary AU$100 - AU$200 per day
Specialisation ICT, Technical, TSPV, Other
Contact person Cindace Prasad
Reference TR/062512
Call Email Cindace

RFQ-ASD-LH-03042 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

ASD has a requirement for Customer Support Analysts (PROF 4) to facilitate project outcomes. The Customer Support Analyst will be responsible for acquiring, monitoring and analysing stakeholder risks and issues associated with the Project.

Estimated start date: Friday, 01 August 2025

Initial contract duration: 12 months

Extension term: 12 months

Number of extensions: 2

Location of work: SA

Working arrangements: Onsite - Five (5) days a week in the office. Remote Working (WFH) arrangements cannot be accommodated. Candidates must be willing to undergo ASD's Organisational Suitability Assessment (OSA) prior to engagement. ASD will not sponsor candidates to upgrade their security clearances in order to apply for the role.

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

  • Accountable to respond to support requests by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.
  • Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support.
  • Understand and apply knowledge of the general features and capabilities of the Australian Signals Directorate and current industry accepted hardware and software products.
  • Research and explain vendor products and organisational policies to stakeholders.
  • Build and sustain effective working relationships with team members and actively participates in team work and group activities.
  • Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations.
  • Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative courses of action.
  • Design solutions to issues affecting the achievement of desired outcomes.
  • Communicate service and degradation issues to customers applying a range of customer service skills.
  • Undertake Customer Support tasks as required.

TECHNICAL SKILLS

  • An understanding and/or certification of service management frameworks including the Information Technology Infrastructure Library (ITIL) Other IT qualifications or, industry recognised certifications.

SKILLS & EXPERIENCE NEEDED

  • The extent to which the candidate demonstrates the ability to perform the Job Duties and Responsibilities set out in the RFQ. The extent to which the candidate meets the Technical Skills set out in the RFQ.
  • Australian Citizenship and a TSPV security clearance is essential

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