Service Desk Analyst

6 months ago

Canberra, Australia KBR Full time

**Title**:
Service Desk Analyst

**Your KBR future - delivering solutions and changing the world**

**About KBR**:
**We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.**

KBR delivers science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 34,000 people performing diverse, complex, and mission-critical roles in 33 countries.

For 65 years, KBR and its heritage companies are proud to have delivered some of Australia’s largest and most complex projects.

With around 2,000 employees in 6 primary offices throughout Australia, we are committed to social and environmental sustainability and delivering projects with a digital mindset driving innovation within our business and for our customers.

We help ensure mission success on land, in the air, at sea, in space and cyberspace for our defence customers. From individual technologies and services to comprehensive project delivery and mission execution, no other company can match the breadth and depth of KBR.

KBR comprises a diverse team who provide a broad spectrum of capabilities across Australia and the Asia Pacific. Our proven project teams readily address complex and multi-disciplinary activities, providing low-risk and cost-effective solutions to the defence force.

Learn more about our business here.

**The Opportunity**:
The Service Desk Analyst is a member of the GS APAC Mission IT and Security Solutions (MITSS) team. Your role will involve diagnosing, prioritising, documenting, and actively resolving more complex end user incident requests, whilst liaising with technical and business stakeholders to support optimum resolution times. Your expertise will play a crucial part in ensuring our IT infrastructure and related systems remain a state of high availability.

**Responsibilities**

The key responsibilities of the role will include, but is not limited to:

- Diagnose and resolve printer hardware, software and operating issues.
- Track and route and escalate problems and requests, documenting resolutions.
- Identify and escalate situations requiring urgent attention.
- Perform backup checks and remediation.
- Support in the development of Knowledge Articles based on commonly experienced Incidents & Issues.
- Liaise with vendors, suppliers, and support contractors.
- Any other duties as required.

**Qualifications, Skills and Experience**

**Essential**:

- Experience in supporting end users on Microsoft Windows-based platforms.
- Proficient in process analysis, problem-solving techniques, and troubleshooting skills.
- Experience with and an understanding of remote support tools and ticketing.
- Currently hold and maintain an NV2 Security Clearance.
- Excellent communication and customer service skills.
- Excellent written and verbal communication skills.
- Experience working in a customer-facing Service Desk environment (Level 2 IT Support role).

**Desirable**:

- Microsoft Certifications or equivalent experience.
- Bachelor’s degree in information technology or Bachelor’s degree in computer science.
- ITIL Foundations V3 or V4.
- Strong Networking skills.

**What we will offer you**:

- A workplace culture certified as a Great Place To Work
- Flexible working
- Competitive salary (including annual reviews)
- Paid parental leave
- Income protection
- Corporate rewards
- Salary packaging/Novated leasing
- Employee stock purchase plans
- Flu shots, skin checks and discounted private health insurance
- KBR acknowledges the Traditional Custodians of Country throughout Australia and their continuing connections to land, sea, community and culture. We pay our respects to Elders past and present._
- #LI-JAW1_

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