Service Request Analyst

**Description**
- We’re a ‘Family Friendly’ certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

**Do Work That Matters**

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

**Your New Role and Responsibilities**

The Service Request Analyst is responsible for the effective management and fulfilment of IT service requests within agreed service levels and organisational standards. This position plays a vital role in ensuring a positive end-user experience by coordinating timely responses, accurate documentation, and efficient resolution of service requests. Operating within an ITIL-aligned framework, the role also supports continuous improvement initiatives and contributes to overall service excellence.

**Key Responsibilities**
- Receive, categorise, prioritise, and process IT service requests using the organisation’s ITSM tool, ensuring all actions align with procedures, service levels, and compliance requirements.
- Coordinate with support teams to ensure timely and accurate fulfilment, while maintaining clear communication with end users for updates, information gathering, and request confirmation.
- Maintain accurate records of all service requests and actions taken; escalate unresolved or at-risk requests according to established procedures.
- Contribute to service improvement by developing and maintaining service catalogue entries and knowledge base articles and participating in process reviews and improvement initiatives.
- Provide reporting and performance metrics as required, and support cross-functional ITSM processes such as Incident, Change, and Problem Management when relevant.

**Qualifications & Experience**
- Proven experience in a service desk, IT support, or service request fulfilment role, with a strong customer service focus in a fast-paced, customer-facing IT environment.
- Proficient in using ITSM platforms such as ServiceNow or Micro Focus Service Manager, with familiarity in ITIL practices; ITIL Foundation V4 certification is desirable.
- Excellent written and verbal communication skills, strong interpersonal abilities, and a high level of attention to detail and accuracy.
- Strong problem-solving, critical thinking, and time management skills, with the ability to prioritise tasks, meet deadlines, and collaborate effectively with internal teams and external vendors.
- Demonstrated ability to meet performance indicators including SLA compliance, user satisfaction, request accuracy, adherence to ITSM processes, and contributions to service improvement initiatives.
- This role does require the successful applicant to be an Australian Citizen and hold a NV-1 level security clearance._

**Diverse Team Members, Shared Values and a Common Purpose**
- Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase - Chief Executive, Leidos Australia._

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

**Next Steps**
- Recruitment process - virtual / face to face interview & background checks.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

**Original Posting**:
**Pay Range**:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.