Our client is a highly regarded Federal Government national security agency responsible for protecting Australia's interests through cyber security, intelligence, and advanced technology capabilities. Operating within a complex and secure environment, the organisation plays a critical role in defending Australia against evolving digital threats while delivering innovative technology solutions that support national objectives.
This is an exciting opportunity to join a mission-driven organisation where your work will have a meaningful impact and where you will collaborate with highly skilled ICT professionals in a dynamic and security-focused environment.
About the Role
We are seeking an experienced Service Desk Analyst to provide frontline ICT support for a large and complex enterprise environment based in Canberra.
As the first point of contact for end users, you will be responsible for delivering high-quality technical support, resolving incidents, provisioning ICT equipment and services, and ensuring customers receive timely assistance. You will work closely with technical teams and stakeholders to diagnose issues, provide effective solutions, and maintain excellent service standards.
Key Responsibilities
- Respond to ICT support requests and provide first-level troubleshooting and resolution.
- Escalate unresolved incidents and service requests in accordance with established procedures.
- Provision and support end-user hardware, software, and ICT services.
- Maintain accurate documentation and support records.
- Investigate and diagnose technical issues across a range of technologies.
- Communicate service impacts, outages, and degradation issues to customers.
- Build effective relationships with stakeholders and contribute positively to team outcomes.
- Assist in the continuous improvement of support processes and service delivery.
- Apply organisational policies, procedures, and industry best practices when delivering support services.
To be successful in this role, you will demonstrate:
- Experience providing customer service and ICT support within a Service Desk or Help Desk environment.
- Strong incident management skills, including prioritisation, investigation, diagnosis, resolution, and escalation of technical issues.
- The ability to communicate technical information clearly to a diverse range of stakeholders.
- Experience maintaining accurate records, support documentation, and service management processes.
- A proactive approach to problem solving, with the ability to identify and implement effective solutions.
- Strong teamwork skills and the ability to build productive working relationships.
- Experience contributing to quality assurance activities, compliance processes, or service improvement initiatives.
- A commitment to delivering exceptional customer service in a fast-paced 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: APS5 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 15 July 2026.
Reach Damien on 0480 002 503 or damienm@whizdom.com.au for any further information.
