APS6 Senior Analyst, IT Service Desk

About the opportunity

AUSTRAC is seeking a Senior Analyst, IT Service Desk to work within a team of IT professionals who provide impactful, high-quality, technical support to our people at AUSTRAC. As a savvy, communicator, you'll be able to translate technical concepts, clearly and concisely to non-technical users. As a curious, analytical thinker, you'll solve complex and operational challenges all while

supporting AUSTRAC's mission to protect Australia from financial crime. AUSTRAC is where you'll work with like-minded individuals, get close to brilliant experts in various fields who share the same meaningful purpose, vision and respect for innovation. If you are ready to embrace challenges, and thrive in a supportive, mission-driven environment, we encourage you to apply.

Please note that due to the nature of this role, although a hybrid work arrangement is supported, there is an expectation that considerable in
Canberra
office attendance will be required to ensure the quality provision of services to client groups.

What are we looking for (Selection Criteria)

• Demonstrated technical expertise solving problems in a modern Microsoft end-user environment.

Some examples include:

• Windows 11Microsoft Intune; Active Directory and Azure Active Directory (Entra ID); Hardware including Microsoft Surface Pro; Cisco Videoconferencing and MFDs; Microsoft 365, Office Apps and Exchange online; Basic Network Troubleshooting (VPN, LAN); ITSM tools (e.g. Jira, ServiceNow).
• Demonstrated capability in operating in alignment with Service Management Principles and best-practice frameworks, such as Information Technology Infrastructure Library v4 (ITIL) and applying these to ensure consistent IT service delivery.
• For a complete list of the capabilities, please refer to the Candidate Pack in the AUSTRAC Job listing via our careers page.

Key Duties

Desktop Support -
Manage IT equipment and peripherals, including troubleshooting, resolving hardware/software incidents, coordinating setup of new or replacement of devices, and maintaining asset records.

Service Delivery Stakeholder Engagement -
Provide onsite and remote IT support as the primary state office contact, ensuring timely ticket resolution. Coordinate service requests and incidents across the ticket lifecycle, maintaining clear communication and excellent customer service.

Security and Compliance -
Administer systems, user accounts, and network resources in line with policies and security requirements. Ensure compliance with security policies and proactively identify and mitigate risks.

Collaboration and Project Management -
Collaborate with multi-disciplinary teams and vendors to coordinate and deliver services.

Mentor junior staff, share expertise, and foster a high performance, knowledge-sharing culture. Support testing and implementation of new services, tools, and processes.

Affirmative Measures

This vacancy is being advertised concurrently under a general round, an affirmative measures disability round and an affirmative measures indigenous round.

Evidence of eligibility will be requested if your application progresses under an affirmative measures process.

We offer competitive remuneration and great conditions, including:

• Annual leave of 4 weeks (20 days) per year + additional paid Christmas close down.
• Cultural, Ceremonial and NAIDOC leave.
• 18 days of paid personal leave per year.
• 15.4% superannuation, which continues through paid maternity leave.
• 18 weeks of paid maternity leave.
• Competitive APS salaries with access to annual salary progression.
• Study assistance - up to $6,000 per annum and up to 120 hours of study leave.

View the AUSTRAC Enterprise Agreement for more information about current salaries and other conditions of employment.

About Us

AUSTRAC, Australia's financial intelligence agency and anti-money laundering and terrorism financing regulator, is undergoing a significant transformation to enhance its role in combating money laundering and terrorism financing. This includes proposed expansion of its regulatory regime and a broader digital transformation to support our growing agency. As we embrace these changes and grow, our focus is on fostering innovation, collaboration, and effective problem-solving within an inclusive and supportive work environment. At AUSTRAC, you'll be part of a team dedicated to maintaining the integrity of Australia's financial system and making a real impact in preventing financial crime.

Closing Date and further details

Applications close at
11:30pm on
12 October 2025

For enquiries, please contact:

Please note, we can only accept applications via the AUSTRAC Careers Portal.