Service Desk Analyst

Service Desk Analyst supports end users of IT systems and services. They are often the first point of contact (either over the phone or face-to-face) for users with ICT issues. They also routinely provision IT equipment to users and manage faulty and obsolete equipment.

The role requires a self-motivated individual with highly developed coordination and relationship management skills.  The successful candidate will manage their workloads and user impacts as well as be able to work harmoniously with other operational teams including industry partners.

Candidates must have a TSPV and must be an Australian Citizen.

Candidates must be willing to undergo ASD’s Organisational Suitability Assessment (OSA) prior to engagement. The OSA requires a psychological assessment, which involves a questionnaire and an interview. Before submitting an application for this role, the candidate should consider their preparedness for questions that may include the following topics: personal relationships, living circumstances, personal values, financial situation, physical and mental health history including substance use, and any civil and/or military record. 

Key duties and responsibilities

Our ideal candidate will bring their energetic, customer-centric work ethic to this role.  They  will respond to the needs of ICT users with interest and flexibly in a dynamically changing and sometimes ambiguous environment.  You will be able to address complicated challenges, identify solutions and effectively communicate with customers to meet their ICT needs. You will be required to:

• Provide high quality ICT customer service to ASD staff.
• Apply troubleshooting techniques to resolve ICT user queries.
• Be able to triage job queues and manage them effectively.
• Have excellent communication and collaboration abilities, capable of working independently or harmoniously in a team-oriented environment and engaging with a wide range of stakeholders.
• Be awareness of ITIL frameworks and how they support ICT operations.
• Have experience in using knowledge management systems and communications technologies or the ability to pick them up quickly.
• Perform additional tasks as required.

Technical skills

Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative course of action.

About the organisation

The Australian Signals Directorate (ASD) is a statutory agency in the Defence portfolio that defends Australia against global threats and advances our national interests through the provision of foreign signals intelligence, cyber security and offensive cyber operations as directed by the Australian Government.

Essential criteria

1.Customer service support: Level 3 (SFIA)

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

2.Incident management: Level 4 (SFIA)

Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.

3.Quality assurance: Level 3 (SFIA)

Contributes to the collection of evidence and the conduct of formal audits or reviews of activities. Examines records for evidence that appropriate testing and other quality control activities have taken place. Determines compliance with organisational directives, standards and procedures and identifies non-compliances, non-conformances and abnormal occurrences.

40 hr per week on-site in Canberra