Service Desk Analyst

Leidos LLC; North Canberra; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work

Wellbeing programs

Extensive training

Impactful work

Job summary

Leidos Australia is seeking a Service Desk Analyst to provide Level 1/2 ICT support within a mission-critical network monitoring environment. You will be the first contact for users, ensure timely incident resolution and escalate technical issues as needed.

Join a team delivering secure, resilient technology services for Defence and government with 24x7 operations, ITIL-aligned processes, and opportunities for professional growth in a dynamic Australian context.

Qualifications

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

Responsibilities

• Manage incidents and service requests within agreed service levels.
• Monitor ICT infrastructure, network services and dashboards for issues.
• Coordinate escalations and support service restoration activities.
• Deliver productive customer support and onboarding assistance.
• Contribute to process improvements and knowledge management.

Skills

Troubleshooting skills

ICT environments

Communication

Stakeholder comms

Customer focus

Job description

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life. Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter. Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work.

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part‑time arrangements, job sharing, and compressed hours.
• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
• Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.
• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.
• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes. We deliver secure, resilient and innovative technology services that enable Defence enterprise and warfighting capabilities across multiple classified domains and networks. We provide world‑class ICT operations and agile digital modernisation using advanced analytics, automation, hybrid cloud, DevSecOps, Infrastructure as Code, cybersecurity and AI to optimise highly complex, mission‑critical environments.

The Opportunity

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission‑critical network monitoring and operational support environment. Acting as a first point of contact for users, this role ensures timely incident resolution, service restoration, and escalation of technical issues impacting network availability, performance, and operational capability. Working within an ITIL‑aligned service management framework, the role supports 24x7 operational environments through proactive monitoring, incident management, customer engagement, and collaboration with technical support teams. The position will only be open to Aboriginal or Torres Strait Islander applicants. The filling of this position is intended to constitute an equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth).

Key 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 operational dashboards to identify service degradation, outages, and performance issues.
• Perform incident triage and diagnosis, coordinate escalations to specialist teams, and support service restoration, recovery, and major incident activities.
• Deliver responsive customer support, including troubleshooting assistance, onboarding support, account administration, and access management.
• Contribute to continuous improvement through operational documentation, knowledge management, service improvement initiatives, and compliance activities.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

Demonstrated troubleshooting and diagnostic skills across ICT environments.

Strong written and verbal communication skills with the ability to engage effectively with stakeholders and customers.

Proven ability to manage competing priorities in a fast‑paced operational environment.

Customer‑focused mindset with a commitment to delivering positive service outcomes.

Strong attention to detail, accountability, teamwork, and the ability to remain calm under pressure.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.

What to Expect When You Apply

Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:

• An initial conversation with our Talent Acquisition team
• An interview with the hiring manager or interview panel

We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare.

Pay Range

Pay Range: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay and Benefits

• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.
• Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
• Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.
• Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
• Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.

Commitment and Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

* s.27 of the Discrimination Act 1991 (ACT) / s.105 of the Anti-Discrimination Act 1991 (Qld) / s.65 of the Equal Opportunity Act 1984 (SA) / s 12 of the Equal Opportunity Act 2010 (Vic) and s 8(4) of the Charter of Human Rights and Responsibilities Act 2006 (Vic).