Senior IT Service Desk Lead – Hybrid & Flexible Hours

Director of Public Prosecutions, Office of the; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Hybrid work options

Job summary

Office of the Director of Public Prosecutions seeks a Senior Service Desk Analyst to deliver high-quality IT support across the organisation. You will act as a senior escalation point, providing advanced guidance, managing complex issues, and driving timely resolutions while monitoring major incidents.

You will mentor teammates, contribute to knowledge management, and collaborate with IT and business stakeholders on projects and improvements to enhance user experience.

Qualifications

• Relevant qualification and/or demonstrated experience in IT service delivery.
• ITIL accreditation, or a willingness to obtain accreditation if successful.
• Australian or New Zealand citizenship, Australian permanent residency (for ongoing roles), or a valid visa permitting work in Australia (for temporary roles).
• Ability to successfully complete relevant pre-employment checks, including a Criminal History Record Check.

Responsibilities

• Lead the resolution of complex and escalated IT support issues, helping to minimise business disruption and maintain high service standards.
• Mentor and support Service Desk Analysts, sharing knowledge and promoting best practice service delivery.
• Contribute to knowledge management by maintaining support documentation, identifying recurring issues and improving self-service resources.
• Build expertise in key business applications and support continuous improvements to meet organisational needs.
• Collaborate with IT teams and stakeholders on projects, service improvements and technology initiatives.

Skills

IT service delivery

ITIL

Team mentoring

Stakeholder collaboration

Problem solving

Tools

Service Desk Tools

Knowledge management

Business applications

Job description

Office of the Director of Public Prosecutions seeks a Senior Service Desk Analyst to deliver high-quality IT support across the organisation. You will act as a senior escalation point, providing advanced guidance, managing complex issues, and driving timely resolutions while monitoring major incidents.

You will mentor teammates, contribute to knowledge management, and collaborate with IT and business stakeholders on projects and improvements to enhance user experience.