Service Desk Analyst

M&T Resources; Canberra; On-site; AUD 85,000 - 110,000; Full time

Job summary

M&T Resources is seeking a Service Desk Analyst for a contract role in Canberra, requiring NV1 security clearance. You will deliver Level 1 Helpdesk support across enterprise applications, maintaining ticket accuracy and delivering a high standard of user experience in a secure environment.

The role involves working onsite five days a week within a government client environment, with the potential for extension beyond June 30, 2027. Strong communication and problem-solving skills are essential.

Qualifications

• Provide Level 1 Helpdesk and application support.
• Maintain accurate records and ticket updates.
• Deliver high-quality customer service in a secure environment.
• Support enterprise applications within Microsoft-based environments.

Responsibilities

• Provide Level 1 Helpdesk and application support.
• Investigate, troubleshoot and resolve user issues.
• Manage incidents and service requests through to resolution.
• Escalate complex issues to appropriate support teams.
• Maintain records, documentation and ticket updates.
• Deliver exceptional customer service and user support.

Skills

Level 1 Helpdesk

User support

Stakeholder engagement

Communication

Documentation

Problem solving

Troubleshooting

Incident management

Job description

• Until June 30th 2027, with extensions available

Service Desk Analyst | NV1 Clearance Required | Contract Opportunity | ASAP Start M&T Resources is working with a Federal Government client, seeking an experienced Service Desk Analyst to join a specialist ICT support team within a secure environment. This is an excellent opportunity for a customer-focused ICT professional who enjoys working directly with end users, resolving technical issues, and contributing to the ongoing success of a business-critical application environment.

About the Role

As a Service Desk Analyst, you will provide first-level technical support and customer assistance across a suite of enterprise applications. You will play a key role in maintaining high service standards, ensuring timely resolution of incidents, and delivering an excellent user experience. Working within a small and collaborative team, you will support users across a variety of business functions while ensuring all requests and incidents are managed efficiently and professionally.

Key Responsibilities

• Provide Level 1 Helpdesk and application support.
• Investigate, troubleshoot and resolve user issues.
• Manage incidents and service requests through to resolution.
• Escalate complex technical issues to appropriate support teams.
• Maintain accurate records, documentation and ticket updates.
• Deliver exceptional customer service and user support.
• Build positive relationships with stakeholders and end users.
• Contribute to knowledge sharing and continuous improvement initiatives.
• Support broader team objectives and operational priorities.

About You

You will be a proactive and customer-focused ICT professional with experience working in Service Desk or Helpdesk environments.

You will demonstrate:

• Excellent written and verbal communication skills.
• Strong stakeholder engagement and customer service capability.
• Ability to work both independently and collaboratively within a team.
• Strong organisational skills and ability to manage competing priorities.
• Excellent documentation and record-keeping skills.
• A flexible approach to working across a variety of tasks.
• Ability to quickly learn new systems, applications and business processes.
• Strong problem-solving and troubleshooting skills.
• Experience delivering Level 1 Service Desk or Helpdesk support.
• Familiarity with industry-standard service management practices.
• Experience identifying, investigating and resolving user support issues.
• Strong time management and prioritisation skills.
• Experience working within secure or regulated environments.
• Strong documentation and knowledge management experience.
• Understanding of the ICT software development lifecycle.
• Experience engaging with a broad range of internal and external stakeholders.
• Experience supporting enterprise applications within Microsoft-based environments.

Mandatory Requirements

• Current Negative Vetting 1 (NV1) Security Clearance.
• Ability to work onsite in Canberra, ACT, five days per week.

If you’re an NV1-cleared Service Desk professional looking for your next opportunity within a secure government environment, we’d love to hear from you.