Service Desk Analyst

2 weeks ago

Canberra, Australia HAYS Full time

Exciting opportunity within a large Federal Government office to strengthen and develop valuable ICT skillsets

**Your new company**
You'll be working with a Federal Government Agency that oversees some of Australia's most critical national agendas.

**Your new role**
As a Service Desk Analyst, you'll be supporting the Service Desk Manager in the operation of the agency Service Desk; providing support to staff on core business operations and processes, resolving technical ICT problems and participating in section planning for short term tasks and work area planning for longer term initiatives.

The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in the area of systems and infrastructure, and operational support across a geographically dispersed network. You will also be required to assist the ICT Provisioning & Support team with requests that relate to equipment, mobile devices and configuration. The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events.

There will be an occasional requirement for work outside standard business hours during some periods.

**What you'll need to succeed**
- Experience providing high quality services across a geographically dispersed network as required by providing consistent, professional and timely support and guidance to staff on program operations and ICT.
- The ability to determine software and hardware requirements to provide solutions to problems. Install and configure software and hardware, and repair and replace peripheral equipment.
- A demonstrated ability to working harmoniously within a team to achieve positive results, coordinating with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
- Ability to perform systems administration and asset management tasks. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the agency.
- Conduct research and analysis to obtain evidence-based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management
- Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.

Due to the nature of this role, please note that a current Negative Vetting 1 AGSVA clearance is required.

**What you'll get in return**
- Work in a successful, high performing team in one of the Federal Governments largest agencies
- Opportunities to upskill and develop new strengths as you take on some duties not necessarily found in other Service Desk positions.
- Great extension options for long term security with the benefits of contracting

**What you need to do now**

**LHS 297508** #2723825

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