Mission-Critical Service Desk Analyst (ICT)

Leidos Australia; Canberra; On-site; AUD 60,000 - 80,000; Full time

Job summary

Leidos Australia is seeking a Service Desk Analyst to provide Level 1 and 2 ICT support within a mission-critical network monitoring and operational environment. You will act as the first point of contact for users, ensure timely incident resolution, and escalate issues as needed within an ITIL-aligned framework.

Applicants must be Australian citizens with TSPV eligibility. The role supports 24x7 operations, involves collaboration with technical support teams, and offers opportunities to work on

Qualifications

• Demonstrated troubleshooting and diagnostic skills across ICT environments.
• Strong written and verbal communication, ability to engage with stakeholders and customers.
• Proven ability to manage competing priorities in a fast-paced operational environment.
• Customer-focused mindset with commitment to delivering positive service outcomes.

Responsibilities

• Manage incidents and service requests, including logging, categorisation, prioritisation, resolution, and customer communication within agreed service levels.
• Monitor ICT infrastructure, network services, applications, and dashboards to identify service degradation, outages, and performance issues.
• Perform incident triage and diagnosis, coordinate escalations to specialist teams, and support service restoration and major incident activities.
• Deliver responsive customer support, including troubleshooting, onboarding support, account administration, and access management.
• Contribute to continuous improvement through documentation, knowledge management, service improvement initiatives, and compliance activities.

Skills

Troubleshooting ICT

Communication skills

Prioritisation

Customer focus

Teamwork

Job description

Leidos Australia is seeking a Service Desk Analyst to provide Level 1 and 2 ICT support within a mission-critical network monitoring and operational environment. You will act as the first point of contact for users, ensure timely incident resolution, and escalate issues as needed within an ITIL-aligned framework.

Applicants must be Australian citizens with TSPV eligibility. The role supports 24x7 operations, involves collaboration with technical support teams, and offers opportunities to work on