Service Desk Analyst

Service Desk Analyst

Job Title: Service Desk Analyst
Contract Type: Contract
Location: Canberra
Reference: 2913117
Contact Name: Nicole McCann
Contact Email:
Job Published: April 08, 2019 19:15

Job Description

The Service Desk analyst is required to provide ICT Customer Support through receiving and handling incident and service requests submitted via telephone, email, in-person, or ITSM application, and remediation using standard procedures. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and service requests regarding the use of application software products and/or infrastructure components. The analyst is also expected to learn/perform other rostered Service Desk roles and write/update SOPs as directed.
Major Responsibilities:            
  1. Respond to customer enquiries, incidents and service requests (submitted via phone, email, in-person, or ITSM application), remediate these issues/requests, and maintain documentation and records in accordance with Service Desk standard operating procedures and Information Security Manual (ISM).
  2. Promptly allocate unresolved issues to support groups in accordance with Service Desk Standard Operating Procedures (SOPs), report issues or inconsistencies identified within the SOPs, and implement agreed changes in support of consistent and best practice delivery of customer service.
  3. Learn and perform other rostered Service Desk roles and comply with internal administrative processes.
  4. Contribute to organisational knowledge transfer through communicating actions taken to resolve Incidents & deliver Service Requests, content updates of SOPs, and briefs on significant items impacting the service desk.
The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 2.

Must hold either a current Top Secret Positive Vetting (TSPV) security clearance OR have held a TSPV in the previous 12 month period (which has since been downgraded).

Candidates that do not meet the requirements will not be contacted or considered.

Applications close 12 April.

Contact Nicole for further details. 1300 944 936

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