ICT Service Desk Specialist - Fast, Friendly Tech Support

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

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.