Service Desk Consultant

Date: 5 Sept 2025

Location:

Canberra, ACT, AU

Department: Technology & Transformation

Description:

Job Requisition ID: 39033

We support flexibility and choice including flexible work arrangements and part-time options.

Recognition culture to celebrate milestones and discounts at hundreds of retailers

Career breaks for up to 12 months – for study, travel, volunteering, or personal interests

What will your typical day look like?

Our business is growing, and we are seeking experienced and customer-focused Service Desk Consultants to join our team. These roles are critical to delivering high-quality, always-on IT support to our clients across Australia in a cloud environment. You will work as part of a structured shift roster that ensures coverage and proactive support.

About the team

Our Engineering as a Service Practice consists of a diverse mix of skilled and experienced managed services personnel providing differentiated Cloud, Platform, Infrastructure, and Data and AI Managed Services for leading edge technology transformation projects in steady state. Our team is responsible for providing our clients with the highest level of customer support services by using modern service management frameworks and leading operational tooling.

Enough about us, let's talk about you.

Key Responsibilities

Provide Level 1/1.5 technical support across application, network, and cloud environments

Manage incidents, requests, and escalations through ITSM tools (e.g., SNOW, Jira Service Management)

Performing advanced triage and initial impact assessments.

Enriching alerts with contextual information.

Identifying false positives and reducing alert noise.

Escalating validated incidents to L2/3 for further analysis within defined response times.

Maintaining accurate documentation in ticketing systems.

Monitor infrastructure and systems (Eyes-on-Glass), responding to alerts and triaging as required

Following playbooks and other pre-defined work instructions.

Contribute to knowledge base documentation and team collaboration efforts, including improvements to current processes.

Provide clear communication to end-users and stakeholders across support channels.

Participate in shift handovers and ensure accurate ticket updates and documentation.

Desirable Skills & Experience

Minimum 2 years in a customer service role.

Ideally previous Level 1 Service Desk or IT Technical Support role

Experience with ticketing and/or client contact centre roles

Ideally ITIL-aligned practices and ticketing systems (e.g., Jira, ServiceNow)

Strong investigative mindset.

Ability to interpret logs, alerts, and system behaviours.

Clear documentation of findings and ability to explain basic technical findings from automated alerts to peers or seniors.

Works effectively in teams and under pressure.

Demonstrated experience in a 24x7 or shift-based environment preferred

Troubleshooting and analytical skills

Excellent verbal and written communication

Ability to work autonomously and collaboratively in a shift-based team

Security Requirements

Australian Citizenship (mandatory due to security clearance requirements)

Eligibility for Baseline security clearance as a minimum (higher preferred)

Shift Requirements

Participation in 8-hour rotating shifts (Morning, Afternoon, Night)

Rostered weekends and public holidays

Adherence to fatigue management guidelines and break entitlements

Why Deloitte?

At Deloitte, we focus our energy on interesting and impactful work. We're always learning, innovating and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.

We embrace diversity, equity and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone's perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they're in control of where and how they work, designing their work week around their client, team and personal commitments.

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package.