Service Desk Analyst

Public Sector People; Logan City; On-site; AUD 98,000 - 110,000; Full time

Job summary

Public Sector People are partnering with a large local government organisation to recruit experienced Service Desk Analysts for an initial 3-month contract. This hands-on Level 1 IT support role covers desktop, mobile and network environments across multiple locations in the Logan Region.

You will manage a high volume of incidents within SLA timeframes, log and update tickets, and collaborate with a busy ICT team.

Qualifications

• Approximately 5 years' experience within Service Desk, Help Desk or IT Support environments.
• Experience supporting Windows, Microsoft 365, Azure AD and Intune.
• ITIL certification or similar is highly regarded.

Responsibilities

• Provide Level 1 IT support across desktop, laptop, mobile and network environments.
• Troubleshoot and resolve incidents and service requests within SLA timeframes.
• Provide support via phone, remote access and face-to-face channels.
• Log, manage and update incidents and requests through ITSM systems.
• Assist with hardware deployments, upgrades and asset management.
• Maintain accurate asset, ticket and CMDB records.
• Support users across Microsoft Windows, Microsoft 365, Azure AD and Intune environments.
• Communicate effectively with users during incidents, outages and planned maintenance.
• Contribute to knowledge base documentation and ongoing process improvements.

Skills

Troubleshooting Microsoft technologies

Strong communication

Customer service

Incident management

Tools

Halo ITSM

Job description

Public Sector People are currently partnering with a large local government organisation to recruit experienced Service Desk Analysts for an initial 3-month contract.

This is a hands-on Level 1 support role within a busy ICT environment, supporting a large and diverse user base across desktop, mobile and network environments.

About the Role

Working as part of the Service Desk team you will be responsible for providing responsive IT support to users across multiple locations. You’ll manage a high volume of incidents and service requests while ensuring tickets are resolved or escalated within agreed SLA timeframes.

Key Details

• Location: Logan Region


• Rate: $52.00 per hour + super


• Contract: Initial 3-month contract


• Hours: Full-time, 38 hours per week


• Roster: Monday to Friday, between 8:00am and 5:00pm


• Start: ASAP

Key Responsibilities

• Provide Level 1 IT support across desktop, laptop, mobile and network environments


• Troubleshoot and resolve incidents and service requests within SLA timeframes


• Provide support via phone, remote access and face-to-face channels


• Log, manage and update incidents and requests through ITSM systems


• Assist with hardware deployments, upgrades and asset management


• Maintain accurate asset, ticket and CMDB records


• Support users across Microsoft Windows, Microsoft 365, Azure AD and Intune environments


• Communicate effectively with users during incidents, outages and planned maintenance


• Contribute to knowledge base documentation and ongoing process improvements

About You

• Approximately 5 years' experience within Service Desk, Help Desk or IT Support environments


• Strong troubleshooting skills across Microsoft technologies


• Experience supporting Windows, Microsoft 365, Azure AD and Intune


• Experience supporting desktops, laptops, mobile devices and peripherals


• Strong experience using ITSM or ticketing systems, with Halo ITSM experience highly regarded


• Demonstrated ability to manage high ticket volumes in a fast-paced environment


• Strong communication and customer service skills necessary


• ITIL certification or similar is highly regarded


• Immediate or short-notice availability

What's on Offer

• Initial 3-month contract with a large local government organisation


• Full-time hours


• Exposure to a large and complex ICT environment


• Modern Microsoft technology stack


• Opportunity to join a busy and established Service Desk team

** Due to a high expected response, only shortlisted candidates will be contacted **