JOB

Service Desk Analyst

Apply before 6PM (AEDT) on: Monday, May 17, 2021

Australian Capital Territory

Agency / Department

Department of Industry, Science, Energy and Resources

Experience Level

Senior

Employment Type

Contract

Expected Rate (inc. Super)

$45 per hour***

Overview and Responsibilities

We are looking for an experienced Service Desk Analyst to work in a high performing, fast paced customer service focussed team environment, under direction of the Service Desk Team Leaders. Service Desk Analysts provide level 1 help desk support to users of the Department's Information and Communications Technology (ICT). Service Desk Analysts respond to user enquiries, assess problems and issues with the Departments ICT hardware and software and help to resolve these issues for end users. Service Desk Analysts provide support via four channels phone, email and an online portal and face to face in our ICT Service

Essential Criteria

  • If required, perform a 1.5 quality assurance role to ensure adherence to standard operating procedures (SOPs) and perform continual process improvements.
  • If required, coach and mentor junior staff members.
  • With direction, work in conjunction with other staff in accordance with equity provisions to help produce effective results.

Desired Criteria

  • If required, perform a 1.5 quality assurance role to ensure adherence to standard operating procedures (SOPs) and perform continual process improvements.
  • If required, coach and mentor junior staff members.
  • With direction, work in conjunction with other staff in accordance with equity provisions to help produce effective results.

Security Clearance

  • Must have current baseline clearance

Contract Extensions

Two x 6 month extension options