Service Desk Analyst

Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Contract
Location: Canberra
Salary: Competitive - NV1
Start Date: 2022-01-13 00:00:00
Reference: V-40587
Contact Name: Maria Fabello
Contact Email:
Job Published: January 14, 2022 16:39

Job Description

Service Desk Analyst

Opportunity ID 18508

Security clearance Must have current negative vetting level 1 clearance

Application closing date 19 January 2022 at 6pm (in Canberra)

Estimated start date 1-02-2022

Location of work Australian Capital Territory
Length of contract Initial Term to 30 June 2022

Contract extensions Extension options to a maximum of 24 months will be included in Work Order subject to approval.


A Service Desk Analyst supports the Service Desk Manager in the operation of the client’s 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 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. There will be a requirement for work outside standard business hours during a period.

Selection criteria

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 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 client capability.

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 Australian electoral law and practice.

Call Maria Luiza on 0480 002 461 for any further information.