APS4 Service Desk Analyst

3 weeks ago

Canberra, ACT, Australia Randstad Australia Full time
Non-ongoing engagementLocations: Sydney, Melbourne, Canberra, Adelaide, HobartCandidate must have a Baseline security clearanceCandidate must be an Australian citizen The role As a Service Desk Analyst, you will be an integral part of our Service Delivery team, responsible for providing technical support and assistance to internal staff and external clients. You will act as the first point of contact for all IT-related issues and requests, utilising your technical expertise and customer service skills to resolve issues efficiently and effectively. The role requires a strong understanding of IT systems, excellent communication skills, and a proactive approach to problem-solving. Accountabilities Provide first-line technical support to end-users via phone, email, chat, or in person. Troubleshoot hardware, software, network problems, and user identity and access issues, identifying root causes and implementing solutions. Log all support incidents and service requests in the ticketing system, maintaining accurate records. Escalate unresolved issues to appropriate teams or specialists, following established procedures. Contribute to information sharing within the team by documenting processes and standard operating procedures as required and proactively update the knowledgebase for both client and support staff Collaborate with other IT teams to implement changes, upgrades, or new technologies. All duties will be performed in accordance with: the APS Values, Code of Conduct and Employment Principles WHS obligations, taking responsibility for own health and safety and that of othersrisk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks. Qualifications, accreditations and experience Previous experience in a similar role is highly desirable, providing technical support in a corporate environment. Enthusiasm for Information Technology systems, including Windows, Microsoft Office Suite, and a motivation for learning and continuous development. Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users. Customer-focused mindset, with a passion for delivering high-quality service and support. How to apply: Please hit the apply button or for more information contact Anne from Randstad Digital on Randstad actively encourages applications from Aboriginal and Torres Strait Islander people. At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
skills Service Desk
qualifications Service Desk/Helpdesk
education Secondary School/High School

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