APS4 Research Help Centre Agent

Posted 17 June 2022
Salary$40 - $45 per hour
Job type Contract
DisciplineGovernment Federal

Job description

About the Organisation
Australia’s peak body for dealing with health and medical research related matters in pursuit of better health outcomes for all.
About the role
The Research Help Centre (RHC) plays a central role in delivering frontline support for the agencies stakeholders by providing phone and email advice.
The key responsibilities of the role are to:
  • Provide RHC support to the research and the agencies communities
  • Have a sound understanding of relevant legislation and policy frameworks and an understanding of the impact of the agencies work on strategic, political and operational outcomes
  • Maintain RHC documentation and templates; identifying and mitigating risks that will affect the team processes and outcomes
  • Maintain a consistent approach to policies, procedures and documentation across all funding schemes as directed by the RHC manager
  • Contribute to the development of training and education resources as required
  • Assist with training new RHC employees as required or directed by the RHC manager
  • Respond to straightforward and less complex policy queries using agreed guidelines and RHC templates
  • Support and provide input to other section activities, as required or directed by the line manager
  • Contribute to and gain knowledge of business activities across the Agency through training and temporary redeployments to other teams, as required
Skills and Experience
Must hold or be willing to obtain and maintain a Baseline Clearance

  • Existing knowledge of or ability to quickly acquire knowledge of the funding programs
  • Understand and respond to stakeholder enquiries and maintain ownership of issues from initial contact until closure by the stakeholder
  • Demonstrated ability to quickly learn multiple IT systems and applications as part of stakeholder support and investigation of queries
  • Demonstrated ability to analyse and problem solve
  • Excellent stakeholder management skills, with the proven ability to work with key stakeholders to drive quality results in short time-frames
  • Provide front of house support, meet and greet customers and direct customers to the most appropriate service channel using appropriate resources
  • Draft and respond to less complex queries from stakeholders using agreed formats and structured guidelines for the RHC
  • Undertake quality assurance activities to ensure the accuracy and appropriateness of information and procedures for the RHC
  • Strong written and verbal communication skills with a good phone manner
  • Proficiency in the Microsoft Office suite
  • Proficient in the use of multiple browsers across different operating systems
  • A basic understanding of the research sector or a health and medical research
  • Previous experience in a help/service desk environment.
  • Understanding of ITIL Principles
How to apply
If this role is of interest to you and you would like to know more then please don’t hesitate to contact Lexi Pappas at lpappas@dfp.com.au 02 6162 7311

Applications close 10am Wednesday 22nd June

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.