Service Desk Analyst

**Competitive hourly market rates**:

- Initial contract for 12 months, with possible extensions
- Large federal government agency
- Must have Baseline clearance

**Location**:Gungahlin, Australian Capital Territory 2912 - Australia

**Work type**:Contract

**Date Posted**:2 December, 2021

**Reference**:#13837

**About the role**:
**Key responsibilities**:

- Liaise between customer and Tier 3 solution providers and business analysts to resolve the issue. Ensure resolution of these issues is communicated back to the customer and the knowledge base is updated to reflect the outcome where appropriate.
- Manage workload and tasks to ensure that they are appropriately escalated and resolved within agreed timeframes.
- Process audit reports and audit requirements to maintain legislative and statutory compliance.
- Provide hands-on technical support for Cyber Security vulnerability scanning with an emphasis on network, server and workstation scanning using Tenable Nessus, escalating identified vulnerabilities to the appropriate team members for resolution, and facilitating moderately complex requests for information as the point of contact for the Cyber Security managed service and internal audits.

**Skills and experience**:

- Hands-on experience with Microsoft technologies, including Active Directory, MS Exchange, SCCM, MS Teams, Surface Pro, Windows 10, MS Office, Skype, and Intune
- Experience working within large federal government organisations.
- Strong customer-focused skills with the ability to effectively communicate with customers and Tier 3 solution providers.
- Experience with end-to-end asset management processes and experience in processing audit reports and compliance requirements.
- Strong organisational skills to manage workloads and tasks, ensuring timely resolution and escalation when necessary.
- Ability to collaborate with team members, support a customer-centric culture, and show leadership by assisting and cooperating with colleagues and the broader IT organisation.

**Contact details**:
Please note that a National Police Check might be required as part of pre-employment screening.