IT Service Desk Analyst

Location: Canberra, Australian Capital Territory
Job Type: Contract
Posted: 14 days ago
Contact: Abegail Baniqued
Discipline:
Reference: 207461_1605487391


About the role

The IT Service Desk Analyst investigates and resolves IT incidents, actions requests received through the Service Catalogue and provides advice about services provided. To provide a quality service, the IT Service Desk Analyst will keep the customer informed of the progress of their request and follow-up any outstanding actions.

The IT Service Desk Analyst works in a team environment comprising contractors and ASD Officers, providing services to a diverse range of customers. In this high paced environment, the ability to problem solve and develop new skills is essential. The role requires the IT Service Desk Analyst to work independently and also collaborate with team members and external support staff to resolve complex issues.


Responsibilities

  • Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level.
  • Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners. May supervise others or make decisions which impact the work assigned to individuals or phases of projects.
  • Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution.
  • Demonstrates an analytical and systematic approach to issue resolution. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation, standards and procedures. Appreciates the wider business context, and how own role relates to other roles and to the business of the employer or client.


Skills and experience

  • Handle incoming enquiries and fault reports from customers received through a variety of channels including email, chat and through the service catalogue application.
  • 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.
  • 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.
  • Provide input into the development and improvement of knowledge articles and Standard Operating Procedures.
  • Conduct all work in accordance with agency policy and formal agreements between customers and the Service Desk.


OSITIVE VETTING (PV) holder is a MUST



Apply now for immediate consideration - contact Abegail Baniqued 02 9054 0955 quoting Job Reference: 207461


To apply please click the 'Apply Now' button.