Senior Service Desk Analyst

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 Prosecution Officer (Administrative) Level 4 Ongoing $128,732. Package includes salary ($102,936 - $113,579 p.a.), employer's contribution to superannuation and annual leave loading. Solve complex problems and drive continuous improvement across the organisation

About us

The Office of the Director of Public Prosecutions (ODPP) is the independent prosecuting authority responsible for the prosecution of all serious indictable offences committed against the laws of New South Wales. We are an agency of over 1100 staff, working throughout NSW to service the main court centres. Our 10 offices have a mix of Crown Prosecutors, Solicitor Advocates, Solicitors and support staff. Our vision is to be a dynamic prosecution service recognised for our excellence and leadership. We act with integrity, by behaving ethically and professionally. We are committed to a diverse and inclusive workplace by providing ongoing support and opportunities for all staff.

Role

As a Senior Service Desk Analyst, you will play a key role in delivering high-quality IT support across the ODPP while working as part of a close-knit and supportive team. Acting as a senior escalation point for the Service Desk, you will provide advanced assistance, guidance and problem-solving support to users, manage complex and escalated issues, and help drive timely resolutions to service disruptions. You will also monitor major incidents and problems, collaborate with stakeholders to minimise business impact, and contribute to continuous improvement initiatives that enhance service delivery and the user experience across the organisation.

• 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.

About you

• 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.

Why Us

• A premium location: Work from our brand-new office at Parkline Place, right next to Gadigal Metro station on Pitt Street—placing you in the vibrant heart of Sydney.
• Flexible work arrangements: Enjoy a 35-hour work week, access to flex leave, and hybrid working options with a minimum of three days in the office.
• Meaningful work: Be part of a team that delivers challenging, purpose-driven work that makes a real difference to the community.
• Exceptional working conditions: Benefit from a strong focus on wellbeing, including 24/7 Employee Assistance Program (EAP), wellbeing check-ins, special fitness passport rates, and tailored workplace adjustments.
• Growth and development: Access ongoing training and development opportunities to support your career progression.
• Inclusive culture: Join one or more of our five affinity groups—First Nations, Disability and Neurodiversity, People of Diverse Genders and Sexualities, Women, and Cultural and Linguistic Diversity—offering connection, advocacy, and a platform to share experiences.

Interviews

The interview process will include capability-based assessments which may require your time and presence on more than one day.

Closing date: Wednesday 11 November, 11:59pm

Please note that a talent pool may be created to fill ongoing and temporary vacancies which may arise over the next 18 months.

Further Information Learn more about the ODPP here: About us | ODPP (nsw.gov.au) | Code of Conduct To learn more about First Nations People and the ODPP: First Nations People and the ODPP | ODPP (nsw.gov.au). Benefits of working with the ODPP: Benefits We Offer | ODPP (nsw.gov.au)

Enquiries: Allison Gill, Service Desk Manager on 02 9285 8700 or [e-mail]

For general enquiries, technical difficulties, or if you require any adjustments to be made to support you during the recruitment process (including alternate formats of the application form), please contact Bianca Burgess, Recruitment Business Partner on [phone] or [e-mail] and a response will be sent during business hours.

The ODPP values diversity and supports all staff to reach their full potential.

The Office welcomes applications from First Nations people, culturally and linguistically diverse people, people identifying with diverse genders and sexualities, people with disability and other diversity groups.

If you have individual requirements that need to be accommodated in order to participate in the selection process, please indicate this in your application.