See more Collapse

Service Desk Analyst

1 month ago

Canberra, Australia MinterEllison Full time

**Location**: Canberra, Sydney

**Contract Type**: Permanent

MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history. We're known for our legal and consulting expertise - and for our inclusive and authentic character.

Our purpose is to create sustainable value with our clients, people and communities. That means we have a proud history of providing excellence to clients, nurturing our people and giving back to the communities in which we live and work.

We value excellence, curiosity and collaboration. Clients rely on us for our responsive, commercial approach. Our clients include government departments and agencies, private and publicly listed companies, and small and large businesses in Australia and overseas.

**The Role**

A permanent opportunity is available in our Canberra office for an IT Service Desk Analyst with a customer centric approach to join our dynamic team with flexible working arrangements available. This role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary. This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.00am to 8.00pm on weekdays and non-national public holidays.

In this role you will have the opportunity to:

- Oversee service desk operations, including monitoring of telephones, and service portal requests coming in from all offices
- Respond to IT service desk calls within agreed service level timelines
- Resolve help desk incidents within stipulated service level timeframes
- Document all incidents and requests, their resolution details in the IT Service Management system
- Conduct regular follow-ups on outstanding incidents and requests and manage work queue efficiently
- Assume ownership of escalated incidents, ensuring thorough follow-up until resolution
- Identify recurring incidents, contributing to problem resolution and training needs analysis
- Manage equipment loans, including scheduling with clients, issuing equipment, and overseeing returns
- Communicate technology information to the business, utilising approved templates and protocols
- Explain technology policies and procedures to clients clearly and effectively
- Understand wider firm operations to provide informed and helpful referrals of clients to other divisions as necessary
- Create and maintain records on the technology services knowledge database
- Carry out various administrative tasks, including daily help desk procedures

**More About You**
- Advanced skills in Microsoft Word
- Familiarity with a help desk call management system
- Basic knowledge of voice technology, including PABX and mobile systems
- ITIL certification or familiarity with ITIL principles
- Strong verbal and written communication skills including the capability to translate technical information into layman's terms.
- Capacity to maintain composure under pressure and manage challenging clients or situations
- Robust analytical and problem-solving competencies.
- Collaborative who contributes innovative ideas within a team context.

**Why MinterEllison**

We offer flexible working options to encourage balance, wellbeing and support for sustainable ways of working and a range of social, financial and health benefits, including free gym membership - all with no minimum tenure.

**How to Apply

We have other current jobs related to this field that you can find below

  • Service Desk Analyst

    5 days ago

    Canberra, ACT, Australia HiTech Personnel Full time

    Reference #: JF/NL0804Title: Service Desk Analyst ITIL Active Directory, Microsoft FED GOVTCategory: ICTLocation: ACTWork Type: ContractRemuneration:- $NegTerm: 6 month + EXTDescription:- ASAP Start with a leading Federal Government Department:Lucrative hourly rates on offer $$:- Ability to obtain a federal government clearanceOne of Australia's prominent...

  • Service Desk Analysts

    2 months ago

    Canberra, Australia Davidson Group Services Full time

    **Join Our Dynamic Team as a Service Desk Analyst!** Are you a tech-savvy problem solver with a passion for providing exceptional customer service? We are seeking talented Service Desk Analysts to join our clients thriving team and help them deliver top-notch IT support to their valued Government clients. **About the Role** As a Service Desk Analyst, you...

  • Service Desk Analyst

    4 weeks ago

    Canberra, Australia Ignite Specialist Recruitment Services Full time

    **Multiple Service Desk Analyst/ IT Help Desk/ IT Support Officer**: - ** $35-$50 per hour**: - ** Long Term Federal Contract** Ignite are seeking several technology orientated people to join one of our well known Federal Government clients as a Service Desk Analyst. **Role and Responsibilities can include**: - Assisting with Incident management and...

  • Service Desk Analyst

    5 days ago

    Canberra, ACT, Australia EDT Networks Pty Ltd. Full time

    Service Desk Analyst Wanted6 months (12 month extention) $630 - $635 per dayWe have been asked to seek a highly motivated and customer-focused team to join our clients Service Desk. As a Service Desk Analyst, you will be responsible for providing technical support to our clients, resolving incidents and requests in a timely and efficient...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix - 6 months initial contract with 1x6 months extension. Canberra location. - Experienced Service Desk Analyst with experience in delivering digital products **Gateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.** **The...

  • Service Desk Analysts

    5 days ago

    Canberra, ACT, Australia Davidson Group Services Full time

    Join Our Dynamic Team as a Service Desk AnalystAre you a tech-savvy problem solver with a passion for providing exceptional customer service? We are seeking talented Service Desk Analysts to join our clients thriving team and help them deliver top-notch IT support to their valued Government clients.About the RoleAs a Service Desk Analyst, you will be the...

  • Service Desk Analyst

    22 hours ago

    Canberra, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix - 6 months initial contract with 1x6 months extension. Canberra location. - Experienced Service Desk Analyst with experience in delivering digital products **Gateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.** **The...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Continuum Recruitment Full time

    **Service Desk Analyst** - **upto $80,000 Package**: - **Unique government opportunities** **About the role** As a Service Desk Engineer you will be responsible for providing multi-level support such as call logging, incident resolution, service requests and other tasks to provide ICT support services, you will also maintain documentation to a high...

  • Service Desk Analyst

    4 weeks ago

    Canberra, Australia HAYS Full time

    Seeking a motivated Service Desk Analyst to provide support to a geographically dispersed network. **Your new company** **Your new role** As the Service Desk Analyst your day-to-day role will be supporting the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities, this includes...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Effective People Full time

    **25th July, 2023**: **Service Desk Analyst** **Negative Vetting 1 Required Prior To Commencement** **ASAP Start, Until December 31st 2023 Initially** **$55-$70 Per Hour, Inc Super** **Canberra, ACT (Onsite)** **Ref#1105341** **_WHY CHOOSE EFFECTIVE PEOPLE?_** - _We pay fortnightly with in-house payroll_ - _Salary packaging & bank your hours_ - _Novated...

  • Service Desk Analyst

    3 weeks ago

    Canberra, Australia Continuum Jobs Full time

    IT & Telecomms - Canberra - Permanent / Full Time 16/02/2023 **Service Desk Analyst** - **upto $80,000 Package**: - **Unique government opportunities** **About the role** As a Service Desk Engineer you will be responsible for providing multi-level support such as call logging, incident resolution, service requests and other tasks to provide ICT support...

  • Service Desk Analyst

    4 weeks ago

    Canberra, Australia Ignite Specialist Recruitment Services Full time

    Contract Type Contract Reference BH-370261 Industry IT Salary per hour - Min: AUD 30 - Max: AUD 40 - Ignite are looking to hear from experienced Service Desk Analyst for one of our government clients. - Location: ACT - Duration: until June 30 2024 with extension option - Citizenship Requirements: Must be Australian Citizen - A minimum NV1 clearance is...

  • Service Desk Analyst

    5 days ago

    Canberra, ACT, Australia Ignite Specialist Recruitment Services Full time

    Multiple Service Desk Analyst/ IT Help Desk/ IT Support Officer:- $35-$50 per hour:- Long Term Federal ContractIgnite are seeking several technology orientated people to join one of our well known Federal Government clients as a Service Desk Analyst.Role and Responsibilities can include: Assisting with Incident management and request fulfilment Queue...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Chandler Macleod Full time

    **Location*** - Australian Capital Territory, Australian Capital Territory - **Category*** - IT & Digital - **Salary** - $ AUD - $ AUD Annual - **Posted** - 08-Apr-2024 - **Work type** - Contract - **Contact** - Arti Sharma - **Reference** - BH-159283 - **Service Desk Analyst** **- Baseline** **We are Fujitsu** We use technology to make happier lives. We...

  • Service Desk Analyst

    5 days ago

    Canberra, ACT, Australia Continuum Recruitment Full time

    Service Desk Analyst- upto $80,000 Package:- Unique government opportunitiesAbout the roleAs a Service Desk Engineer you will be responsible for providing multi-level support such as call logging, incident resolution, service requests and other tasks to provide ICT support services, you will also maintain documentation to a high standard.About you Experience...

  • Service Desk Analyst

    2 months ago

    Canberra, Australia Primacy Full time

    Service Desk Analyst Location: Canberra **Responsibilities**: - Diagnose and resolve technical issues related to hardware, software and network problems - Escalate more complex issues to second-level support as necessary - Document all incidents and service requests in the ticketing system - Monitor and prioritize the ticket queue to ensure timely...

  • Service Desk Analyst

    5 days ago

    Canberra, ACT, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix 6 months initial contract with 1x6 months extension. Canberra location. Experienced Service Desk Analyst with experience in delivering digital productsGateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.The Role:The Service...

  • Service Desk Analyst

    3 weeks ago

    Canberra, Australia face2face Recruitment Full time

    **Closing Date**:15 February 2023, 9:00 AM **face2face reference**:580152** **Location**:Canberra **Hours**:full-time **Contract length**:contract until 30 June 2023 + possible extensions up to 30 June 2024 **Entry requirements**:Australian Citizen + ability to gain Negative Vetting 1 **Pay range**:$50.00 - 60.00 p/h inc superannuation **About the...

  • Service Desk Analyst

    5 days ago

    Canberra, ACT, Australia Ignite Specialist Recruitment Services Full time

    Contract TypeContractReferenceBH-370261IndustryITSalaryper hour - Min: AUD 30 - Max: AUD 40 Ignite are looking to hear from experienced Service Desk Analyst for one of our government clients. Location: ACT Duration: until June with extension option Citizenship Requirements: Must be Australian Citizen A minimum NV1 clearance is mandatoryResponsibilities:The...

  • Ict Service Desk Analyst

    7 days ago

    Canberra, Australia The Department of Parliamentary Services Full time

    **ICT Service Desk Analyst**: **Job Details**: **Job Title**: ICT Service Desk Analyst **Employment Type**:Ongoing **Classification**: Parliamentary Service Level 4 **Closing Date**: 11:30pm AEDT, 11 February 2024 **The Opportunity**: The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4 ICT Service Desk Analyst...