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Desktop Support Analyst

Apply before 6PM (AEDT) on: Thursday, July 29, 2021

Australian Capital Territory,New South Wales,Northern Territory,Queensland,South Australia,Tasmania,Victoria,Western Australia,Offsite


Agency / Department

Department of the Prime Minister and Cabinet

Experience Level


Employment Type


Expected Rate (inc. Super)

$60 per hour***

Overview and Responsibilities

PM&C is seeking the services of one Desktop Support Analyst to provide a high level of customer service and support to our users. The Desktop Support Team is the escalation point for the Service Desk and to assist with on-site support for the department. The Desktop Support Analyst must have a current Baseline security clearance. The Desktop Support Analyst will specifically undertake the following duties:
•Queue management via the department’s service management tool
•Win 10 System Administration
•Build and preparation of Win 10 and Office 365 devices for deployment
•Face-to-face user support and training (including for VIP SES staff)
•Win 10 and Office 365 System Administration
•Knowledge Base Development
•Compiling and troubleshooting issues before progressing to Tier 3 teams, as well as working with the Tier 1 team
•Providing videoconferencing support to departmental staff
•Other duties as directed by PM&C representatives The Desktop Support Analyst will also have:
•Willingness to travel to sites located in various locations in other states as required
•Willingness to work in various locations/sites within the ACT
•The ability to communicate with maturity, discretion and influence when dealing with clients and stakeholders
•Demonstrated ability to respond with assistance to general enquires and requests from internal and external stakeholders
•Demonstrated ability to contribute and promote a client focused culture within the team (either through personal behaviour or mentoring junior Desktop staff)

Essential Criteria

1. •A minimum of 6-12 months of experience in an ICT Operational Support environment.

Desired Criteria

1. •Experience working in a Desktop/Tier 2 support environment or customer service environment •Experience working with Microsoft Server products and Active Directory •Experience in supporting Windows Operating Systems, Microsoft Office Suite with a focus on Windows 10 •Experience in supporting iPhones and iPads
2. •Excellent verbal and written communication skills •Ability to work collaboratively within and across teams •Ability to quickly learn new processes and procedures •Interested in career development, Self- Development and training •A passion for delivering excellent customer service •Ability to multi-task and manage priorities

Security Clearance

Ability to Obtain nv1 clearance

Contract Extensions

The Department may extend the term of the contract for any number of period(s) up to 30 June 2024

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