Dynamic ICT Service Desk Analyst for Parliament

The Department of Parliamentary Services; Canberra; On-site; AUD 83,000 - 91,000; Full time

Benefits offered by this job

Flexible working arrangements

Free on-site parking

Free gym membership

Job summary

The Department of Parliamentary Services is seeking an ICT Service Desk Analyst within the Digital Customer Services Branch to provide first-level ICT support for parliamentarians, staff in Parliament House and electorate offices, handling incidents and service requests with a focus on timely, professional service.

The role involves telephone-based support, escalation to specialist teams, and contribution to knowledge articles, with on-site rostered shifts and after-hours on-call as needed.

Qualifications

• Experience providing first-level ICT support in a service desk or comparable environment.

Responsibilities

• Provide first-level ICT support via phone, email, and self-service.
• Diagnose and support a broad range of ICT services and devices.
• Record details of client contacts, troubleshooting undertaken, outcomes and next steps, and escalate as required.
• Assess priority and impact, manage incidents through to closure, meeting service levels.
• Create, review and maintain knowledge articles and service desk documentation.
• Work collaboratively with colleagues and specialist support teams, contributing to service improvements.
• Perform rostered telephone support, queue management, walk-in support and after-hours on-call duties as required.

Skills

Customer service

Communication

Troubleshooting

Problem-solving

Teamwork

Documentation

Tools

Windows

macOS

Microsoft 365

Teams

SharePoint

Azure

Intune

Telephony

Mobile devices

Job description

The Department of Parliamentary Services is seeking an ICT Service Desk Analyst within the Digital Customer Services Branch to provide first-level ICT support for parliamentarians, staff in Parliament House and electorate offices, handling incidents and service requests with a focus on timely, professional service.

The role involves telephone-based support, escalation to specialist teams, and contribution to knowledge articles, with on-site rostered shifts and after-hours on-call as needed.