IT Service Desk Analyst

6 days ago

City of Melbourne, Australia Australian Bureau of Meteorology Full time

Overview

$84,228 - $91,809 per annum + 15.4% super • Melbourne

Responsibilities

- Provide Level 1 ICT technical support for nationwide ICT requests and incidents as part of the IT Service Desk, including support for end users across Bureau remote offices and the Melbourne office.
- Take an end-to-end view of user support and adhere to ICT best practices aligned to the ITIL framework.
- Support end user devices and peripherals in Windows, Linux, and Apple environments; provide proficient support for local area networks, video conferencing, IP telephony, and varied collaborative toolsets.
- Audit, configure, and maintain corporate applications and end user equipment; respond to a wide range of end user queries.
- Provide advice, recommendations, and reporting on ICT matters relating to corporate and operational support for meteorological information.
- Maintain a calm, assertive demeanor to ensure accountability, unblock issues, and coordinate with internal colleagues, senior leaders, vendors, and external customers.
- Participate in ITIL-based service improvements and development initiatives.
- Possess or obtain Negative Vetting Level 1 security clearance as required for the role.
- Demonstrate excellent written and verbal communication skills to liaise with internal teams, management, customers, and vendors.
- May be required to be available for an on-call roster with applicable penalties.

Qualifications

- ITIL certification (required or expected).
- Proven experience providing end-user support across Windows, Linux, and Apple environments.
- Experience with LAN, video conferencing, IP telephony, and various collaboration toolsets.
- Strong written and verbal communication skills; ability to liaise with internal and external stakeholders.
- Calm, assertive demeanor and ability to work with colleagues at all levels, including senior leaders and external vendors.

Application

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