Our client is a leading organisation within the national security and defence sector, delivering critical intelligence, cyber security and technology capabilities that support Australia’s strategic interests. Operating at the forefront of cyber and signals intelligence, they provide innovative solutions in a highly secure and complex environment.
They are seeking experienced ICT professionals to support mission-critical systems and contribute to the delivery of secure, reliable technology services across a sophisticated enterprise landscape.
About the Role
As a Senior NIES Service Desk Analyst, you will act as a key point of contact for ICT service support, operating in a complex, high-security environment. You will be responsible for providing first-line support, troubleshooting and resolving incidents, and ensuring services meet organisational and user requirements.
This role plays a vital part in maintaining operational capability, requiring a proactive approach to incident management, service improvement and stakeholder engagement.
Key responsibilities include:
- Responding to service desk requests, providing timely resolution or escalation as required
- Performing incident investigation, diagnosis, and resolution in line with established procedures
- Installing, configuring and maintaining applications and system environments
- Monitoring, tracking and reporting on issues, ensuring compliance with standards and procedures
- Supporting incident recovery and contributing to continuous improvement of service processes
- Developing and maintaining support documentation and standards
- Identifying operational issues and contributing to their resolution and improvement
- Engaging with stakeholders to communicate impacts, risks and solutions
- Managing workflows, priorities, and contributing to team planning and delivery outcomes
To be successful in this role, you will bring strong experience working within complex ICT environments, with a focus on service desk operations, incident management and end-user support.
Key requirements:
- Demonstrated experience in helpdesk and application support within complex environments
- Strong understanding of system administration, including software installation, configuration and updates
- Experience working across cloud-based and integrated enterprise systems
- Excellent communication skills, with the ability to translate technical concepts for diverse stakeholders
- Ability to work collaboratively within a team and contribute to shared outcomes
- Familiarity with ITSM tooling, ideally Atlassian products (Jira, Confluence)
- Experience working within a defence or intelligence environment
Candidates must also be willing to undergo an Organisational Suitability Assessment (OSA) prior to engagement.
Why partner with Whizdom?
We’re Whizdom. We view you as an extension of our strong, dependable brand and have differentiators which really are different! The Whizdom way:
- We pay our contractors same day you submit your timesheet!
- We are Level 3, DISP certified and have signed the Veteran Employment Commitment and been awarded the highest level of compliance to this important initiative, proactively assisting veterans transitioning from the forces to civilian roles. We’ve been lucky enough to win industry awards for our high level of process compliance and are ISO 9001 certified. Our commitment to reducing Greenhouse Gas Emissions has been accredited in line with large global organisations.
- We value diversity and welcome applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability.
Location: The role is based in Canberra ACT.
Contract terms: 12 months from commencement date, plus 2x 12 month extensions
Experience Level: Senior – APS6 Equivalent
Security Requirements: Candidates must hold an active or reactivatable Top Secret Positive Vetting (TSPV) Security Clearance on submission. Our client is not looking to upgrade an existing clearance for this position. An OSA(Organisational Suitability Assessment) will be required for this position.
How to Apply: Please upload your resume to apply. Please note you will need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates.
Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks.
Applications open until 8am 12 June 2026.
Reach Damien on 0480 002 503 or damienm@whizdom.com.au for any further information.
