Service Desk Officer

3 days ago


Canberra, Australia Hudson Australia Full time

As a Service Desk Officer, you will provide administrative support to staff that is informed and directed by your knowledge of the ICT service support function and undertake research and analysis activities as needed. You will be expected to produce Standard Operating Procedures (SOPs) that will assist the Service Desk technicians and also encourage and support self-service by Institute staff.

You will be required to provide a mix of level 1 and level 2 support when there is a need to support other Service Desk Technicians so you will be expected to liaise with internal and external stakeholders and use, or have the ability to develop, technical skills in the administration of our IT platforms and services.

To be successful in this role, you will have the ability to quickly understand new technologies and have a good understanding of, and compliance with, relevant legislative frameworks, as well as government policy requirements. You will also be accountable for organising and prioritising your workflow, making decisions within defined parameters and seeking guidance when required.

**Under general direction you will**:

- Develop and maintain Standard Operating Procedures and Knowledge Base Solutions
- Publish the solutions for Service Desk and Institute staff use
- Monitor the use of solution documentation and the related reduction of Service Desk requests
- Document, prioritise, track, monitor and follow up support tickets
- Share information, monitor work practices, set work priorities, and develop and maintain Service Desk procedures
- Work within and contribute to the Service Desk team and provide support to the Service Desk Manager
- Demonstrated IT diagnostic and analytical skills to support a complex IT environment.
- Well-developed and effective liaison and end-user support skills to provide a professional user support experience
- Well-developed written and verbal communication skills
- Well-developed interpersonal skills, including the ability to work within, and contribute to, a team
- Well-developed organisational skills, including the ability to determine priorities, develop strategies, procedures and work practices.
- Relevant experience in a comparable IT environment, specifically in the support of Windows 10, M365 user support, desktop and laptops, VMWare Horizon, F5 Big-IP Edge, Exchange ECP and Cisco telephony and Active Directory. Additionally, skills in one or more areas of ManageEngine ServiceDesk Plus, SCCM, Windows Server, and networking systems are highly desirable.

A minimum of 12 months Service Desk experience or experience with ITIL processes and/or formal qualifications in ITIL will be highly regarded.


  • Service Desk Officer

    24 hours ago


    Canberra, Australia Talent International Full time

    **Job Details**: **Location** Canberra **Salary** Negotiable **Job Type** Contract **Ref** BBBH99290_1677723138 **Contact** Michelle Somlyay **Posted** 26 minutes ago Service Desk Officer - ** 3 month contract + 2 x 3 month extensions**: - ** Canberra - on site 9-5pm Monday to Friday**: - ** Must have Baseline Security Clearance** **The...

  • Service Desk

    24 hours ago


    Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/NL0616**Title**: - Service Desk - Microsoft Windows, Microsoft Office, Microsoft SCCM ITIL**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 12 months**Description**: - **Start an exciting career within a Federal Government Department**: - **Lucrative 12-month contract with...

  • Service Desk

    7 months ago


    Canberra, Australia National Library of Australia Full time

    My Forms - My Tests - My Interviews - My Details **APS4 - Information Officer, Service Desk**: - Provide expert advice and assistance on ICT related software and hardware issues - An opportunity to manage a range of systems and gain exposure to the technology required to support an organisation - Be a part of the Library's exciting new future As a world...

  • Service Desk Analyst

    7 months 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...

  • Service Desk

    7 months ago


    Canberra, Australia National Library of Australia Full time

    My Forms - My Tests - My Interviews - My Details **APS5 - Coordinator, Service Desk**: - Provide expert advice and assistance on ICT related software and hardware issues - An opportunity to manage a range of systems and gain exposure to the technology required to support an organisation - Be a part of the Library's exciting new future The National Library...

  • Service Desk

    7 months ago


    Canberra, Australia National Library of Australia Full time

    My Forms - My Tests - My Interviews - My Details **APS6 - Systems Administrator, Service Desk**: - A great opportunity to provide your technical expertise to support the National Library’s service desk - Work in a supportive, flexible environment The National Library of Australia is seeking to fill the important role of **APS6 System Administrator,...

  • Service Desk Analyst

    24 hours ago


    Canberra, Australia EDT Networks Pty Ltd. Full time

    **Service Desk Analyst Wanted** **6 months (12 month extention) $630 - $635 per day** We 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

    7 months ago


    Canberra, Australia National Library of Australia Full time

    My Forms - My Tests - My Interviews - My Details **APS 6 - Program Manager, Service Desk**: - A great opportunity to influence and support Library staff utilising your superior technical and problem-solving skills - Manage the general day-to-day issues that arise in a technical support team by setting its priorities through rostering and providing support...


  • Canberra, Australia Onpoint 365 Full time

    6-month contract with possible 12-month extension - Located in Canberra - Ability to obtain a security clearance **Service Desk Analyst** - **6-month Contract with possible 12-month extension**: - **Located in Canberra**: - **Ability to obtain a security clearance** Our Federal Government client is seeking a **Service Desk Analyst** with strong abilities...


  • Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/NL0667**Title**: - Service Desk Analysts - MULTIPLE - FED GOVT**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 6 Months + 12 month**Description**: - **Prominent Federal Government Department**: - **Initial 6 month contract + 12 month extension options**: - **Lucrative and...

  • Service Desk Analyst

    24 hours ago


    Canberra, Australia BSI People Full time

    **Up to 18 month contract based in Canberra** - As an experienced Service Desk Analyst you will support the Service Desk Manager in 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...


  • Canberra, Australia Hudson Australia Full time

    **Due to the nature of the role applicants need to be at minimum an Australian Citizen.** The Service Desk Analyst supports the Service Desk Manager in 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 within the...

  • Service Desk Support

    4 months ago


    Canberra, Australia Fujitsu Full time

    About the job Service Desk Support **SERVICE DESK SUPPORT OFFICERS** **We are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of...


  • Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provides support, responds and resolves customer requests, in relation to software, hardware and network operations difficulties of our customer by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact...


  • Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provide support, respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact support. - Strive for a...

  • Service Desk Manager

    7 months ago


    Canberra, Australia Unisys Full time

    **What success looks like in this role**: - Managing employees who obtain information from services requester, log information into the proper call management system, and provide information relevant to the call and services provider. - Design, contract and deliver service desk processes and services to deliver exceptional customer service and support. -...


  • Canberra, Australia Infinite Consulting Full time

    Service Desk Analyst to 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. **Duties**: - Record accurate, timely and meaningful data in relation to client follow ups, requests and communication. - Provide...


  • Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provides support, responds and resolves customer requests, in relation to software, hardware and network operations difficulties of our customer by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact...


  • Canberra, Australia Unisys Full time

    **What success looks like in this role**: IT Service Desk Analyst to provide support, respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. **You will deliver value by**: - 1st Level telephone and other media contact support. - Strive for a...

  • Service Desk Analyst

    2 months ago


    Canberra, Australia CYOS Solutions Full time

    **Application closing date**: Tuesday, 19 November 2024 - 11:59pm, Canberra time (in Canberra) **Estimated start date**: Monday, 13 January 2025 **Location of work**: ACT **Working arrangements**: It is the AEC's preference that this role be performed from the AEC's Office **Length of contract**: ASAP until 30 June 2025 **Contract extensions**: 1x 12...