IT Service Desk Analyst

3 days ago

Canberra, Australia Sprinx Pty Ltd Full time

**Role: - Service Desk Level 1/Level 2 Officer (Multiple openings)**
**Security Clearance

**Location-** Canberra, ACT
- Work with the DesktopOne Program to ensure successful client transition with software and hardware rollouts
- Be the first level of leadership for the Level 1/Level 2 ICT Desk-Side Support Officers.
- Steward the Level 1/Level 2 ICT Desk-Side Support Officers to monitor and manage the contact of clients and triage incoming client calls, messages, and incidents across multiple channels.
- Ensure Level 1/Level 2 ICT Desk-Side Support Officers attend client desks and effectively identify technical issues, resolve and/or escalate as needed, to support the new operating environment.
- Ensure team incidents are assigned and managed efficiently and effectively, with all tasks being resolved in a timely manner with customer service and client outcomes being paramount.
- Be the central point-of-contact for both Level 1/Level 2 ICT Desk-Side Support Officers and clients by displaying a high‑level of interpersonal skills and an ability to liaise effectively with a wide range of stakeholders.
- Monitor and manage the development of Knowledge Base Articles (KBAs), raising of SM9 (Service Manager 9), the Departmental service management system, incident tickets and the maintenance of asset and information systems.
- Monitor and action both interactions and alerts from the service management system (ie., SM9) and any other related systems or communication channels.

**Job Types**: Full-time, Contract

**Salary**: $40.00 - $60.00 per hour

Schedule:

- 8 hour shift
- Monday to Friday

Licence/Certification:

- Security Clearance (required)

Work Authorisation:

- Australia (required)

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