Service Desk Analyst

Division: Corporate Services
- Location: Parramatta, NSW, AU, 2150
- Req ID: 77786

**Service Desk Analyst**

**Location - Parramatta CBD (access to hybrid work requirements)**

**Employment type - Temporary full-time up to 6 months with possibility of extension**

**Grade - Clerk Grade 3/4**

**Salary - $84,659 pa - $92,701 pa plus employers’ contribution to superannuation and annual leave loading**

**Your role**

**Join Our IT Service Desk Team**

**Make a real impact—one call at a time and start your journey in tech support.**
- Are you passionate about helping others with technology? In this role, you'll provide Tier 1 IT support in a fast-paced service desk environment, assisting users with technical enquiries and ensuring smooth delivery of digital services.

**What you’ll do**
- Be part of a high-performing team delivering frontline IT support via phone and live chat. You'll guide users through troubleshooting, resolve technical issues, and ensure smooth access to systems.
- Key tasks include:

- Provide timely and effective IT support to DCJ employees, resolving enquiries and minimizing escalations to Tier 2 teams.
- Accurately log and triage all customer interactions in a web-based ITSM system, ensuring correct categorisation, prioritisation, and assignment.
- Process administrative tasks including system access provisioning, warranty claims, and coordination of service calls.
- Deliver advice and support in line with current policies, procedures, and service standards.
- Respond to client queries and complaints, escalating complex issues as needed.
- Identify gaps in knowledge resources and contribute to continuous service improvement.
- Maintain adherence to work schedules, rosters, and task rotations to ensure consistent service coverage.
- Collaborate with internal and external stakeholders to resolve complex technical issues.
- Grow your skills in a supportive environment with real career progression.

**What we’re looking for**
- Do you thrive on delivering exceptional support and helping others succeed? We’re looking for someone who brings:

- Proven experience in Service Desk or Customer Service
- A strong commitment to quality customer care
- Excellent time management and tech skills
- Familiarity with ITSM tools and service desk operations.
- Confidence in guiding others through compliance and policy understanding
- Bring your hands-on expertise and customer-focused mindset to a role where your contribution truly matters.
- Download the role description.

**What We Offer**
- We offer a variety of benefits, including:

- A challenging and rewarding career
- Flexible, autonomous work environment
- Competitive pay and conditions
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing and Employee Assistance Programs.
- Want more information? Visit our website to see more information on Working for us.

**We do work that really matters**
- Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**
- Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

**Applications close**Monday, 29 2025 at 11:59pm AEST.

**Got a question?**
- Visit Recruitment adjustments on the DCJ website to learn more.

**Inclusion and Diversity lies at the heart of how we recruit**
- We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
- To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

**Other Information**
- A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

**_ The Welcome Experience_**:
The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.