Service Desk Analyst

1 month ago

Canberra, Australia KBR Inc. Full time

JOB DESCRIPTION

Title:

Service Desk Analyst

Your KBR future – delivering solutions and changing the world

About KBR:

We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.

KBR delivers science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 34,000 people performing diverse, complex, and mission-critical roles in 33 countries. 

For 65 years, KBR and its heritage companies are proud to have delivered some of Australia’s largest and most complex projects.

With around 2,000 employees in 6 primary offices throughout Australia, we are committed to social and environmental sustainability and delivering projects with a digital mindset driving innovation within our business and for our customers.

We help ensure mission success on land, in the air, at sea, in space and cyberspace for our defence customers. From individual technologies and services to comprehensive project delivery and mission execution, no other company can match the breadth and depth of KBR.

KBR comprises a diverse team who provide a broad spectrum of capabilities across Australia and the Asia Pacific. Our proven project teams readily address complex and multi-disciplinary activities, providing low-risk and cost-effective solutions to the defence force.

Learn more about our business here.

The Opportunity:

As a Service Desk Analyst you will be responsible for the support of IT networks owned by the Commonwealth of Australia, under the ITIL Framework.  As a member of the Service Desk, you will provide high quality, efficient support to our clients and their customers through responding to telephone calls, emails, and alert monitoring platforms.

The Service Desk Analyst is a member of the GS APAC Mission IT and Security Solutions (MITSS) team. Your role will involve diagnosing, prioritising, documenting, and actively resolving more complex end user incident requests, whilst liaising with technical and business stakeholders to support optimum resolution times. Your expertise will play a crucial part in ensuring our IT infrastructure and related systems remain a state of high availability.

Responsibilities

The key responsibilities of the role will include, but is not limited to:

  • Diagnose and resolve printer hardware, software and operating issues.

  • Track and route and escalate problems and requests, documenting resolutions.

  • Identify and escalate situations requiring urgent attention.

  • Perform backup checks and remediation.

  • Support in the development of Knowledge Articles based on commonly experienced Incidents & Issues.

  • Liaise with vendors, suppliers, and support contractors.

  • Any other duties as required.

Qualifications, Skills and Experience

Essential:

  • Demonstrated experience supporting a range of software applications such as Microsoft operating systems and applications, networking, general software & hardware, and Active Directory.

  • Experience in supporting end users on Microsoft Windows-based platforms.

  • Proficient in process analysis, problem-solving techniques, and troubleshooting skills.

  • Experience with and an understanding of remote support tools and ticketing.

  • Currently hold and maintain an NV2 Security Clearance.

  • Excellent communication and customer service skills.

  • Excellent written and verbal communication skills.

  • Experience working in a customer-facing Service Desk environment (Level 2 IT Support role).

Desirable:

  • Microsoft Certifications or equivalent experience.

  • Bachelor’s degree in information technology or Bachelor’s degree in computer science.

  • ITIL Foundations V3 or V4.

  • Strong Networking skills.

What we will offer you:

  • A workplace culture certified as a Great Place To Work

  • Flexible working

  • Competitive salary (including annual reviews)

  • Paid parental leave

  • Income protection

  • Corporate rewards

  • Salary packaging/Novated leasing

  • Employee stock purchase plans

  • Flu shots, skin checks and discounted private health insurance

If you’re ready to shape tomorrow, let’s get started. Apply Now

KBR acknowledges the Traditional Custodians of Country throughout Australia and their continuing connections to land, sea, community and culture. We pay our respects to Elders past and present.

KBR is an equal opportunity employer committed to providing an inclusive and diverse work environment. We encourage candidates of all abilities to apply.

As a Major Service Provider of the Australian Defence Force, an AGSVA security clearance will be required and compliance to International Traffic in Arms Regulations (ITAR). As such, our hiring decisions are based on the key requirements of each role and candidates are selected based on their unique strengths and experiences.

#LI-JAW1

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