ICT Service Desk Analyst

Department of Parliamentary Services; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Department of Parliamentary Services in Canberra is recruiting for an ICT Service Desk Analyst within the Digital Customer Services Branch. The role provides frontline ICT support for parliamentarians and staff, handling incidents and service requests via phone, email and walk-in channels.

You will diagnose issues, document resolutions, and contribute to knowledge articles while collaborating with ICT and departmental teams to restore services quickly.

Qualifications

• Experience providing ICT service desk or frontline IT support.
• Ability to diagnose, document, and resolve incidents and service requests.
• Excellent communicator with a customer-focused approach.

Responsibilities

• Provide telephone-based ICT support to parliamentarians, staff and users.
• Diagnose, document and resolve incidents and service requests or escalate as needed.
• Contribute to knowledge articles and support documentation to improve service quality.
• Participate in rostered on-site shifts (7:30 am–8:00 pm) and after-hours on-call as required.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Job description

Department of Parliamentary Services – Canberra ACT

The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4 ICT Service Desk Analyst within 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.

The key duties of the position include:

Eligibility

• 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.

Notes

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.

Getting to know the Department of Parliamentary Services

The Department of Parliamentary Services (DPS) supports Australia’s Parliament and parliamentarians through innovative, unified and client focused services. DPS is proud to be the custodian for Australian Parliament House (APH) as the working symbol of Australian democracy and as a significant destination for our citizens and international visitors alike. It is a place where more than 3,500 people work on sitting days and which nearly one million people visit each year.