Service Desk Analyst

Salary: $85,559 - $92,324
- Location: Adelaide, SA,Brisbane, QLD,Bunbury, WA,Canberra,Melbourne, VIC,Perth, WA

**Job Number**:EXT-APSL-2025-810
**Classification**:APS Level 5
**Salary Range**:$85,559 - $92,324 +15.4% Superannuation

**Job Type**:Ongoing,Non-ongoing
**Employment Type**:Full-time
**Group/Division/Branch**:Technology and Digital Programs / Various / Various
**Locations**:Adelaide, SA,Brisbane, QLD,Bunbury, WA,Canberra,Melbourne, VIC,Perth, WA

**About the job**

Services Australia (the agency) is at the frontline of government service delivery, supporting millions of Australians.

**We are TDP | Secure and simple digital government services that Australian's trust.**

Technology and Digital Programs (TDP) makes it simple for Australians to interact digitally with government with some of the largest and most complex ICT environments in Australia.

Our solutions are scalable, adaptable and position the Group as an industry leader. We operate cutting edge technology solutions critical to Australian citizens across major life events.

Working in TDP, the opportunities are great and varied, you can grow your capabilities and develop a well-rounded career in ICT and Digital.
Be part of a dynamic, supportive and collaborative work environment.

**What we do**

The Core Systems and Staff Processing and Enterprise Systems Divisions deliver simple, helpful, respectful, and transparent services by maintaining Centrelink, Child Support and Health systems that allow the processing of customers claims and payments every day.

We work to continuously improve our customers experience when interacting with the agency through our digital channels, while maintaining security, stability and compliance of our core systems.

The Centrelink Payments Support Team located within the Core Systems Division provides Level 1 and Level 2 support for payments and processes across various platforms including Process Direct, Customer First, Customer Record, Online Services including myGov and/or Workload Manager.

The Staff Enabling Systems Branch located within Staff Processing and Enterprise Systems Division is responsible for building and maintaining staff facing frameworks. We are the primary point of contact for Process Direct and the Level 1 team support a large range of payments and processes across this platform. Our teams operate collaboratively, supporting one another to minimise the impact of system issues on customers. Placing the customer at the centre of all our activities is our primary focus.

If you are committed to achieving positive customer outcomes in a dynamic work environment, this position may be suited for you.

**About the role**

Service Desk Analysts provide services and support and act as the first point of contact in this regard. Service Desk Analysts support the end-users through incident management and service request processes by accurately recording, updating, closing and resolving incident/service records, and capturing the resolution and knowledge in the ICT Service Management System.

Service Desk Analysts work under the general direction and support of senior staff. They exercise a degree of independent judgement and make decisions within defined parameters that require reliance on skills and knowledge. They plan their own work and contribute to teamwork goals in the context of competing priorities, and changes in workplace practices and business improvement strategies.

**Level 1 - Basic help desk resolution and service**

Level 1 service desk analysts possess a broad range of knowledge on various issues. They are the first point of contact after an incident is initiated. Where a Level 1 service desk analyst is unable to resolve the incident, they will escalate the incident to Level 2.

**Level 2 - In-depth technical support**

Level 2 service desk analysts hold different accesses and are highly specialised in their area of expertise. If Level 2 staff are unable to successfully diagnose or correct an issue or they identify the system is not working as designed, the incident is escalated to Level 3.

We support:

- Processing systems for all Centrelink payment types (including for example, Jobseeker Payment, Youth Allowance and Family Tax Benefit).
- Urgent escalation of incidents, engaging with ICT stakeholders to initiate an immediate review due to customer hardship and/or other factors.

**Work Environment**

You may be required to work on a non-national public holiday and during periods of reduced activity, staff can indicate their availability to work on these days.