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Updated: Sep 9, 2020

  • Commonwealth Government Contract in the ACT

  • Start September 2020

  • 12 Months PLUS a 12 Month extension option

  • Application Due 6pm Friday 21 August 2020


The Service Desk Analyst provides first and limited second level IT support two Commonwealth Government Agencies. The role is the first point of contact for all IT systems, via phone, email, onsite-support, including video conferencing and training and as directed. The role is based in Canberra and may require interstate travel.

The successful applicant will work as part of a local and geographically dispersed team and shares a reporting line. The candidate must possess strong client service and technical skills, and applies sound initiative. Must have a proven understanding of ITIL and IT Service Desk & Onsite best practice. The hours of operation are 37.5 per week with some out of hours and weekend requirements as directed.

Responsibilities include:

Key Responsibilities

  • Working as a member of a team, providing effective first and limited second level IT support and assistance to clients

  • Liaise with clients and other areas on technical support issues, problem resolution and assistance, through to resolution.

  • Contribute to problem rectification and fault reporting including logging, escalation and coordination with team members and other IT support areas using an ITSM tool.

  • Install and configuration software and hardware

  • Assist in the development and maintenance of standard operating processes and procedures

  • Log, manage and process Incidents and emails in job queues through an ITSM database.

  • Perform the installation and configuration of desktop hardware and other devices.

  • Utilise and contribute to the support material such as standard operating procedures and knowledge base.

  • Assist in the development and maintenance of material for the operation of the section.

  • Provide after-hours support to perform a secure transfer of data for clients

  • Undertake other tasks as required or directed.

How Do I Apply ?

Send your CV and Security Clearance Details Here:

Upon reaching the shortlist, we will contact you to complete the application which includes responding to the Selection Criteria:)

Good Luck !

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