Service Desk Analyst

About the Company

Davidson Technology are working with a leading Federal Government Agency to secure an experienced Service Desk Analyst to support end users of IT systems and services.


About the Role

As the Service Desk Analyst, you will provide responsive, high-quality frontline ICT support as the first point of contact for users, investigating, diagnosing and resolving incidents and service requests across desktop systems, applications, hardware, mobile devices, peripherals and the agency’s Standard Operating Environment. You will manage and track support activities in accordance with ITIL principles, provision and configure new equipment and services, manage faulty or obsolete devices, and provide professional onsite assistance for complex technical issues, meetings, events, audiovisual and video conferencing requirements. You will also provide specialist technical support for digital court prosecutions, including setting up, operating and troubleshooting courtroom technology and assisting with basic video and audio preparation to ensure the reliable presentation of digital evidence. You will work independently to resolve issues using a logical and methodical approach while managing competing priorities and maintaining a strong customer-service focus for legal and corporate staff. You will communicate clearly with both technical and non-technical stakeholders, collaborate with colleagues through knowledge sharing and continuous improvement, and ensure all ICT support activities comply with relevant Australian Government security policies, standards and procedures. You will be expected to take ownership of your work, meet deadlines, adapt quickly to new technologies and changing priorities, and proactively identify practical solutions that support reliable ICT service delivery across the agency.


About You

To be successful in this role, will be an experienced Service Desk Analyst with demonstrated Level 1 service desk and onsite support experience, bringing strong technical proficiency across a broad range of IT systems and the ability to apply this knowledge to effectively investigate, diagnose and resolve day-to-day ICT issues. You will have well-developed analytical and problem-solving skills, using a logical approach and creative thinking to identify practical solutions and achieve timely outcomes for users. You will possess excellent written and verbal communication skills, with the ability to explain technical information clearly and professionally to both technical and non-technical stakeholders while maintaining a strong customer-service focus. You will be comfortable working as part of a geographically dispersed team, collaborating remotely, sharing knowledge and supporting colleagues to deliver consistent frontline ICT services across multiple locations. You will demonstrate personal accountability for progressing work, managing priorities, meeting deadlines and following issues through to resolution. You will also be adaptable and quick to learn new technologies, systems and processes, responding positively to changing priorities and uncertainty while demonstrating the resilience, initiative and proactive approach required within a fast-paced national Service Desk environment.

This role requires Australian Citizenship and the ability to obtain and maintain NV1 security clearance (with potential for higher clearance if required) and a national police check.


The Benefits

You will be offered an excellent hourly rate on a 6-month contract in a hybrid working environment and the option of 2 x 6-month extensions.


Please submit your current resume to apply. To learn more about Davidson, visit davidsonwp.com.