APS6 Senior Analyst, IT Service Desk

Australian Transaction Reports and Analysis Centre; Canberra; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

A national financial intelligence agency is looking for a Senior Analyst for its IT Service Desk to provide technical support, engage with stakeholders, and ensure compliance with security policies. This role requires expertise in Microsoft environments and ITIL practices. With a hybrid work model, the position offers competitive salaries and extensive leave benefits, including parental leave and study assistance.

Benefits

20 days annual leave

Cultural and ceremonial leave

18 days personal leave

15.4% superannuation

Study assistance up to $6,000

Qualifications

• Strong capability in Windows 11 and Microsoft 365.
• Experience with hardware troubleshooting.
• Ability to manage IT service delivery effectively.

Responsibilities

• Manage IT equipment and troubleshoot incidents.
• Provide onsite and remote IT support as a primary contact.
• Administer systems and ensure compliance with security policies.
• Collaborate with teams and mentor junior staff.

Skills

Technical expertise in Microsoft environments

Problem-solving skills

Service Management Principles (ITIL)

Tools

Microsoft Intune

Active Directory

Microsoft 365

Job description

AUSTRAC is seeking a Senior Analyst, IT Service Desk to work within a team of IT professionals who provide impactful, high-quality, technical support to our people at AUSTRAC. As a savvy communicator, you’ll be able to translate technical concepts, clearly and concisely to non-technical users. As a curious, analytical thinker, you’ll solve complex and operational challenges all while supporting AUSTRAC’s mission to protect Australia from financial crime.

Please note that due to the nature of this role, although a hybrid work arrangement is supported, there is an expectation that considerable in Canberra office attendance will be required to ensure the quality provision of services to client groups.

Selection Criteria

• Demonstrated technical expertise solving problems in a modern Microsoft end-user environment, including Windows 11, Microsoft Intune, Active Directory and Azure Active Directory, Hardware including Microsoft Surface Pro, Cisco Videoconferencing and MFDs, Microsoft 365, Office Apps and Exchange online, and Basic Network Troubleshooting.
• Demonstrated capability in operating in alignment with Service Management Principles and best-practice frameworks, such as Information Technology Infrastructure Library v4 (ITIL) and applying these to ensure consistent IT service delivery.

Key Duties

• Desktop Support: Manage IT equipment and peripherals, including troubleshooting, resolving hardware/software incidents, coordinating setup of new or replacement of devices, and maintaining asset records.
• Service Delivery Stakeholder Engagement: Provide onsite and remote IT support as the primary state office contact, ensuring timely ticket resolution. Coordinate service requests and incidents across the ticket lifecycle, maintaining clear communication and excellent customer service.
• Security and Compliance: Administer systems, user accounts, and network resources in line with policies and security requirements. Ensure compliance with security policies and proactively identify and mitigate risks.
• Collaboration and Project Management: Collaborate with multi-disciplinary teams and vendors to coordinate and deliver services. Mentor junior staff, share expertise, and foster a high performance, knowledge-sharing culture. Support testing and implementation of new services, tools, and processes.

What We Offer

• Annual leave of 4 weeks (20 days) per year + additional paid Christmas close down.
• Cultural, Ceremonial and NAIDOC leave.
• 18 days of paid personal leave per year.
• 15.4% superannuation, which continues through paid maternity leave.
• 18 weeks of paid maternity leave.
• Competitive APS salaries with access to annual salary progression.
• Study assistance - up to $6,000 per annum and up to 120 hours of study leave.

AUSTRAC, Australia’s financial intelligence agency and anti-money laundering and terrorism financing regulator, is undergoing a significant transformation to enhance its role in combating money laundering and terrorism financing. This includes proposed expansion of its regulatory regime and a broader digital transformation to support our growing agency.

Closing Date: Applications close at 11:30pm on 12 October 2025