ICT Service Desk Analyst

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

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Company: Department of Parliamentary Services

Job Title:ICT Service Desk Analyst

Employment Type:Ongoing

Closing Date: 11:30pm AEST, 20 October 2026

The Opportunity

The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4ICT Service Desk Analystwithin Digital Customer Services Branch.

The ICT Service Desk is the first point of contact for ICT support for parliamentarians and staff in Australian Parliament House and electorate offices, and the Parliamentary Departments.

ICT Service Desk Analysts deliver responsive, professional and client-focused support by diagnosing, documenting and resolving incidents and service requests, or escalating them to the appropriate support team.

The role operates primarily in a telephone-based service desk environment, with requests also received through self-service, email and walk-in channels.

Analysts support a diverse client base, including high-profile clients, and work collaboratively with ICT and departmental teams to progress issues and restore services.

They monitor and manage work queues in the IT service management system and contribute to accurate, useful and current knowledge articles and support documentation.

Who we are looking for

We're looking for an enthusiastic ICT Service Desk Analyst who enjoys solving technical issues and delivering great customer service. You'll be the first point of contact for users, providing timely support, troubleshooting a range of ICT issues, and helping people get the most from technology.

You will be:

• Customer-focused, responsive and professional.
• A strong problem solver with a logical approach to troubleshooting.
• A confident communicator who can explain technical concepts in plain language.
• Comfortable working across a range of technologies and support requests.
• A collaborative team member who thrives in a fast-paced service environment.

If you're passionate about technology, enjoy helping people, and take pride in delivering outstanding ICT support, we'd love to hear from you.

Job Specific Requirements:

• The position requires participation in rostered on-site shifts between 7.30 am and 8.00 pm, as well as after-hours on-call support.
• The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

Duty Statement

Classification:Parliamentary Service Level 4

Branch: Digital Customer Services Branch

Section: ICT Service Operations

Immediate supervisor: Service Desk Manager

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

1. providing timely, accurate and professional first-level ICT support, including resolving incidents, fulfilling service requests and giving clear user guidance

2. diagnosing and supporting a broad range of ICT services and devices, including laptops, desktops, printers, tablets, smartphones, software, collaboration tools and related systems

3. recording complete and accurate details of client contacts, troubleshooting undertaken, outcomes and agreed next steps, and escalating matters with the information required for efficient resolution

4. assessing priority and impact, managing assigned incidents and requests through to closure, and meeting agreed service levels in the IT service management system

5. creating, reviewing and maintaining clear, accurate and accessible knowledge articles, procedures and other Service Desk documentation

6. working collaboratively with colleagues and specialist support teams, sharing information and contributing to service improvement activities

7. performing rostered telephone support, VIP support, queue management, walk-in support and after-hours on-call duties as required.

Selection Criteria

1. Demonstrated experience providing first-level ICT support in a service desk or comparable environment, with sound knowledge of enterprise technologies such as Windows, macOS, Microsoft 365, Teams, SharePoint, Azure, Intune, telephony and mobile devices.

2. Demonstrated commitment to high-quality customer service, with effective written and verbal communication skills and the ability to adapt communication to the client, situation and level of technical understanding.

3. Sound analytical, troubleshooting and problem-solving skills, including the ability to apply judgement, established procedures and IT service management practices to resolve issues or determine when escalation is required.

4. Demonstrated ability to maintain accurate service records, manage incidents and requests through their lifecycle, prioritise competing demands and deliver outcomes within agreed timeframes and service levels.

5. Demonstrated ability to create and maintain clear, accurate and user-focused knowledge articles, procedures and support documentation.

6. Demonstrated ability to work collaboratively, contribute positively to team outcomes and build productive working relationships with clients, colleagues and internal and external stakeholders.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; fromourservice offerings anddecision making to our interactions with stakeholders and each other.

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose:to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protectour iconic workplace.

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:

• flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational needs of the roles
• ongoing opportunities to learn and develop new capabilities
• free on-site parking
• free gym membership and access to recreational facilities available a APH
• childcare (pending availability), banking services, post office, value-for-money dining options and more available at APH.

Currently, the salary range for this position is $83,415 - $90,639per annum.

Conditions of Employment

Employment opportunities at the department are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

• Australian citizenship:Section 22 of the Parliament Service Act 1999 requires that employees of the Parliamentary Service are generally required to be Australian citizens. However, if you are not an Australian citizen you may be considered for engagement on the condition that you are able to gain Australian Citizenship within a specified time. Failure to obtain citizenship within the timeframe could lead to termination of employment.
• Loss and resumption of Australian citizenship:Under historical provisions of the Australian Citizenship Act 1948 (section 17), some Australian citizens automatically lost their citizenship if they voluntarily acquired the citizenship of another country between 26 January 1949 and 3 April 2002. This loss occurred by operation of law and may not have been known to the individual at the time. While these provisions were repealed in 2002 to allow dual citizenship, the repeal did not restore citizenship that was previously lost. Individuals who believe they may be affected are recommended to seek advice about resuming their Australian citizenship. Further information, is available on the Department of Home Affairs website .
• Applicants who progress to the offer stage with our department who have been affected by the loss of citizenship as outlined above will be required to demonstrate within a reasonable time that they have resumed, or are actively undertaking the process to resume, Australian citizenship.
• Security clearance and character clearance:the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
• Health assessment:a pre-employment health assessment will be required where there are physical or medical requirements for the role.
• External Work Approval: Employees must seek approval for any paid employment outside the department and declare voluntary activities that could impact their role.

Department of Parliamentary Services acknowledge the traditional owners and custodians of country throughout Australia and acknowledge their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the elders past, present and emerging.