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Service Desk Analyst

Apply before 6PM (AEDT) on: Wednesday, November 25, 2020

EXPIRED

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Agency / Department

Australian Signals Directorate

Experience Level

Senior

Employment Type

Contract

Expected Rate (inc. Super)

$110 per hour***

Location

Australian Capital Territory

Overview and Responsibilities

The Australoian Signals Directorates is seeking an experienced Service Desk Analyst to assist with a body of work being undertaken by the agency.

Mandatory Requirement that Candidates must have and maintain a TSPV Clearance. Lower security classifications will not be considered.

Essential Criteria

  1. Handle incoming enquiries and fault reports from customers received through a variety of channels including email, chat and through the service catalogue application.
  2. Document in detail the reported issue, and through communication with the customer, establish the severity and urgency of resolving the fault. Identify steps to resolve the issue or provide a suitable work-around to the customer while further investigation occurs.
  3. Consult external support staff to assist with troubleshooting faults and promptly allocate unresolved issues to the responsible support team. Provide regular updates to the customer by monitoring the progress of the fault resolution.
  4. Provide input into the development and improvement of knowledge articles and Standard Operating Procedures.
  5. Conduct all work in accordance with agency policy and formal agreements between customers and the Service Desk.

Desired Criteria

  1. An understanding of service management frameworks such as ITIL.
  2. Sound technical knowledge, including Microsoft Windows technologies Office products.
  3. Experience managing Microsoft Active Directory objects.
  4. Excellent customer service skills.

Security Clearance

Must have current positive vetting clearance

Contract Extensions

N/A

***Please refer to our Terms and Conditions for more information regarding the expected rate