Level 1/2 Service Desk Analyst

Work with a team that supports and manages a wide area network of offices in Canberra, Darwin, Thursday Island, and Lakes Entrance. Delivering robust and reliable services and tools that support all offices requires a high level of commitment and dynamic personalities from the team members.

At the forefront of the team’s work is a refreshed ICT strategy which aims at upgrading the agencies platforms and implementing technology to drive business efficacies. Some core activities from this strategy include:

- Implementation of a modern Electronic Document Management Solution,
- Implementation of agile development standards, and
- Ensure data and information is treated and managed in a way that enables staff to progress the clients’ objectives and goals.

**Duties**:

- Responsible for day-to-day management, service desk team queues and work allocation to meet agreed service levels.
- Ensure that service delivery is tracked and monitored, metrics and reports are analysed, and issues are resolved on a timely manner.
- Draft and maintain policies, standards, and documentations for the service desk team functions.
- Ensure the catalogue of services is amended and kept up to date as per business requirements.
- Influence the strategic direction by completing allocated tasks and takes responsibility for the full range of customer service functions.
- Contribute to the development and implementation of organisational frameworks for complaints, service standards and operational agreements.
- Positively contribute to organisational change, effective communication, and continuous improvement.
- Work collaboratively as part of a high performing team/organisation, establishing and maintaining effective partnerships with key internal and/or external stakeholders to lead and deliver high quality business outcomes.

**Requirements**:

- Solid experience and expertise to be able to perform effectively as a Senior Service Desk Officer.
- Ability to work effectively and collaboratively within a small team in a busy and changing ICT environment and provide guidance and support to others within the team and training to staff where required.
- Experience in managing multiple tasks/requests with competing priorities and have effective decision-making capability.
- Excellent communication skills and a proven ability to build and maintain effective relationships both internally and externally with a diverse range of stakeholders.
- Ability to contribute effectively towards the outputs of a small ICT Service Desk team.
- Knowledge Management - ensuring knowledge articles are compiled and kept up to date.
- Incident Management - ensuring information is gathered and communications are sent out as per SLAs.

**Skills Required**:

- Qualifications and/or demonstrated experience in Information Communication Technologies with a strong focus on client service.
- Applicants must have at least 2- 4 years’ experience working in an ICT helpdesk environment.
- Strong documentation and compliance skills.
- Excellent troubleshooting skills, strong technical, and problem-solving skills.
- Intermediate technical support skills in the following technologies:

- Windows 10 & 11 Operating Systems - Managing, monitoring, patching, and troubleshooting
- Active Directory on On-premises and Azure environment - Configuration and management
- Firewall and Gateway Solutions - Administrative and maintenance tasks
- Server and VM management - Administrative and maintenance tasks
- Intune (Autopilot), SCCM and MS Teams - App packaging, SOE building and deployment

**Desirable Skills**:

- An understanding of the Information Technology Infrastructure Library (ITIL) framework.
- Active participation or interest to learn further in the following technologies:

- Microsoft Teams, System Centre Configuration Manager (SCCM), and Intune
- Azure Active Directory
- Firewalls, Gateways, Windows Servers, and Virtual Machine management