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Service Desk Analyst

Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Contract
Location: Canberra
Industry:
Salary: Competitive
Start Date: 2021-08-09
Reference: V-39634
Contact Name: Joanne Finchett
Contact Email: joanne@whizdom.com.au
Job Published: August 10, 2021 13:51

Job Description

Seeking a Service Desk Analyst supports the Service Desk Manager in the operation of the Service Desk that provides support to staff on core business operations and processes, the resolution of technical ICT problems and includes participating in section planning for short term tasks and work area planning for longer term initiatives.  

The Role

Duties and Responsibilities:

The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in the area of systems and infrastructure, and operational support across a geographically dispersed network.

Service Desk Analysts may also be required to assist the ICT Provisioning & Support team with requests that relate to equipment, mobile devices and configuration.

The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events.

There will be a requirement for work outside standard business hours during an electoral event period.

Skills and Experience Required:

Essential criteria

  • Demonstrated experience in assisting staff via phone, email, remote and onsite support with incidents and service requests within an ITIL framework. Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
  • Experience providing high quality services to support the department across a geographically dispersed network as required by providing consistent, professional and timely support and guidance to staff on program operations and ICT.
  • The ability to determine software and hardware requirements to provide solutions to problems. Install and configure software and hardware, and repair and replace peripheral equipment.
  • A demonstrated ability to working harmoniously within a team to achieve positive results, coordinating with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
  • Ability to perform systems administration and asset management tasks in support of the Service Operations section. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the department.
  • Conduct research and analysis to obtain evidence-based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management
Desirable criteria
  • Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.
  • Ability to gain an understanding of the departments law and practice.
Location and Contract Term:

Canberra Based – 3 Month Contract with 2 X 6 Months possible contract extension

Security Clearance:

Must be an Australian Citizen. NV1 Security Clearance is required

How to Apply:

Applications close 17 August 2021

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Connie Bellam 1300 944 936 for any further information.

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