Our client is a high-security federal government agency that plays a vital role in safeguarding Australia’s national interests. Operating in a fast-paced and mission-critical environment, the agency delivers cutting-edge cyber capabilities and intelligence services. The team is composed of dedicated professionals working collaboratively to support secure and efficient ICT operations across the organisation.
About the Role
We are seeking a proactive and customer-focused Service Desk Analyst to join a dynamic ICT support team in Canberra. As the first point of contact for users experiencing technical issues, you’ll provide high-quality support, troubleshoot problems, and manage IT equipment provisioning. This role requires strong coordination skills, a collaborative mindset, and the ability to thrive in a fast-moving, sometimes ambiguous environment.
Key responsibilities include:
- Delivering responsive and professional ICT support to internal users.
- Applying troubleshooting techniques to resolve technical issues.
- Managing and triaging service queues effectively.
- Collaborating with internal teams and external partners.
- Supporting ITIL-aligned service operations and knowledge management systems.
To be successful in this role, you must:
- Be an Australian citizen with a current Top Secret Positive Vetting (TSPV) clearance.
- Be willing to undergo an Organisational Suitability Assessment (OSA), including a psychological evaluation.
- Demonstrate experience in customer service support, incident management, and quality assurance (SFIA Levels 3–4).
- Possess excellent communication skills and the ability to work independently or within a team.
- Show adaptability and initiative in resolving ICT challenges and improving service delivery.
What’s on Offer
- Initial 12-month contract with one 12-month extension option
- Opportunity to support mission-critical ICT operations in a secure federal environment
- Collaborative team culture with professional development opportunities
- Competitive daily rate and long-term career potential
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 or Bendigo, VIC.
Contract terms: 12 months from commencement date, plus potential extensions
SFIA level required: The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 4.
Security Requirements: Current Top-Secret Positive Vetting (TSPV) security clearance is strongly preferred, however candidates who have held a TSPV in the previous 12-month period (which has since been downgraded) may be considered. 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 17 November 2025.
Reach Damien on 0480 002 503 or damienm@whizdom.com.au for any further information.
