Service Desk Analyst

4 days ago

Canberra, Australia DFP Recruitment Services Full time

**Job description**:

- **Federal Government client**:

- ** Multiple positions with initial contract term of 6 months + 12 Month extensions**:

- ** Canberra City Address**:

- ** Security Clearance: Must either hold an NV1 or ability to obtain one to be eligible for this position.**

**About the Organisation**
Our Federal Government client contributes to Australia's legislation, economic prosperity, and social well being by creating opportunities and driving better outcomes for people.

**About the role**
As a Service Desk Analyst you shall support the administration of matters relating to provision of planning and delivery support activities to staff on core business operations and processes, and the resolution of technical ICT problems. The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in the area of IT systems and infrastructure, and operational support across a geographically dispersed network.
- Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
- Provide on-call support after hours on a rostered basis and assist with the planning, delivery of additional support activities.
- Determine software and hardware requirements to provide solutions to problems.
- Install and configure software and hardware, and repair and replace peripheral equipment.
- Assist in the development and updating of knowledge base articles, and standard operating processes and procedures.
- Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
- Conduct administration, scrip, and access management tasks where required.
- Conduct investigations for troubleshooting, research and analysis to obtain evidence-based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.

**Skills and Experience**:

- Demonstrate knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
- Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
- Demonstrated personal integrity whilst achieving results within legislative and policy parameters.
- Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.

**Applicants must be an Australian Citizen. Must either hold an NV1 or ability to obtain one to be eligible for this position.**

**How to apply**
If this role is of interest to you and you would like to know more then please don’t hesitate to contact

Note: You may be required to provide evidence of your COVID-19 vaccination status.

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