IT Service Desk Analyst, IT Engagement, Innovation

1 week ago

Canberra, Australia Australian Government Full time

Ongoing
- Salary: $86 464 to $91 809 plus 15.4% superannuation
- Canberra, ACT

**Employment Opportunity**

The IT Service Desk Analyst works with the other IT Service Desk Analysts in the team to:

- Provide second level troubleshooting on incidents, where they are unable to be resolved at first level and action service requests related to privileged accesses.
- Act as an escalation point and quality assurance gate prior to tickets being escalated to resolver teams, including:

- ensuring that all information required by resolver teams is included in the ticket.
- Provide coaching and feedback to IT Service Desk Officers (APS4) on solutions, troubleshooting steps/methods and completeness of information in tickets
- Liaise with resolver teams to:

- provide additional information where required/requested
- follow up on tickets on a regular basis, where resolution isn't immediate
- ensure all relevant information regarding resolution of the issue is included in the ticket.
- Educate IT Service Desk Officers on resolutions, if appropriate.
- Develop internal knowledge base articles related to the issue, if required (i.e. where IT Service Desk Officers/Analysts could do additional steps to resolve in the future, based on feedback from resolver teams).
- Where the incident affects multiple users or has a high impact, liaise with IT Service Desk team leaders, managers and Incident/Problem manager.
- Ensure client is kept up-to-date with progress on their issue, including where there is no resolution and/or work is ongoing to resolve and/or any available workarounds.
- Provide backup VIP IT Support alongside the VIP IT Support Officer.
- Participate in the OnCall Roster providing 24/7 support.

**How you can help us make a difference**
- High-level client service skills, with the ability to deal sensitively with staff in high pressure situations and demonstrate discretion.
- Experience in an IT service support team in a busy and complex environment.
- Ability to listen and communicate effectively, both verbally and in writing, with a wide range of stakeholders, and represent the Division positively.
- Sound judgment in responding effectively to stakeholder needs, including attention to detail.
- Strong teamwork, initiative, motivation and a positive attitude.
- Effective time management to accomplish tasks and monitor task completion against milestones.
- Effective prioritisation of work in line with team, Division, and Departmental objectives.
- Responsibility for completing own work tasks and supporting team members to do the same.
- Awareness of, and willingness to embody, the APS Values and Code of Conduct in their daily work.
- Optional: formal qualifications or training in any information systems related field.

Merit Pools:
A merit list or pool may be created as part of this selection process and be used to fill similar vacancies anywhere in Canberra, ACT.

Flexible work arrangements will be considered and supported where possible. These include:

- Job Share
- Hybrid Work
- Remote Work
- Compressed Hours
- Bandwidth Modification

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