IT Service Desk Analyst

1 day ago

Darwin, Northern Territory, Australia ASIC Full time
Overview

ASIC Darwin, Northern Territory, Australia

At ASIC, you can be the change that ensures a fair, strong and efficient financial system for the benefit of all Australians. Contribute to delivering on ASIC's purpose, vision, and strategic priorities to help maintain the integrity of the financial system and protect consumers from harm.

  • Location – Darwin
  • From $78,720 - $82,842 (depending on experience) + 15.4% superannuation
  • 12-Month Fixed Term Contract Position
  • Applications close at 11:59pm AEST, Tuesday 23 September 2025
Role

As an IT Service Desk Analyst, you will be the primary contact for ASIC staff who require support for technology-related issues. This is an excellent opportunity to grow your career with ASIC.

Your Responsibilities
  • Provide telephone and email support to ASIC staff.
  • Communicate with empathy during periods of stress and high pressure.
  • Provide ASIC staff with timely, effective assistance on a broad range of technology.
  • Resolve customer problems using known troubleshooting approaches to identify a resolution quickly.
  • Monitor and manage incoming work to drive positive customer outcomes within agreed service standards.
  • Document customer issues and resolutions in the customer management system.
  • Create and regularly review existing procedural documents for accuracy and relevance to solving customer issues.
  • Escalate issues to the Team Leader when queries are not progressing in a timely manner.
About You
  • Minimum two years' service desk analyst experience with a commitment to improving daily activities.
  • Experience in responding, recording, and resolving customer queries within a structured and timely manner.
  • Strong written and oral communication skills with empathy under pressure.
  • Logical and sensible problem-solving approach.
  • Analytical aptitude to understand business-critical issues and know when to escalate.
  • Passion for learning new processes and technology.
  • Ability to work independently and be accountable for outcomes.
  • Experience providing customer service remotely, with the ability to quickly understand the customer situation.
  • Understanding of ITIL framework.
  • Understanding of financial services organisations.
  • Experience with Windows 11, cloud technology (AZURE/AWS/GCP), networking, printing infrastructure, Windows Server, Active Directory, and Microsoft 365.
About ASIC

ASIC's remit is one of the broadest regulators across the world. ASIC regulates corporations, markets, financial services and consumer credit and promotes market integrity and consumer protection in the Australian financial system. ASIC seeks to hold to account those who contravene the law and to address consumer and investor harms. We are committed to a diverse and inclusive workplace and encourage applications from Indigenous Australians and people from all backgrounds and abilities.

Benefits
  • Attractive superannuation
  • Additional leave entitlements
  • 50/50 hybrid work-from-home model
  • Flexible work arrangements
  • Support for study and professional development

To read more about ASIC, view the salary and benefits guide or our Corporate Plan. To work with us, you need to be an Australian citizen and prepared to complete an ASIC Suitability and Baseline Assessment.


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