Service Desk Analyst - 24/7 ICT Support & Growth

Centorrino Technologies Pty Ltd.; Canberra; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexibility options

Wellbeing programs

Learn opportunities

Impactful work

Career development

Growth opportunities

Job summary

Leidos Australia is seeking a Service Desk Analyst to provide Level 1 and Level 2 ICT support within a mission-critical network monitoring environment. You will be the first point of contact for users, ensuring timely incident resolution and escalation as needed, within an ITIL-aligned framework.

The role supports 24x7 operations, requires strong troubleshooting, clear communication, and the ability to manage competing priorities.

Qualifications

• 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.

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.

Skills

Troubleshooting

Communication

Prioritization

Customer focus

Attention to detail

Job description

Leidos Australia is seeking a Service Desk Analyst to provide Level 1 and Level 2 ICT support within a mission-critical network monitoring environment. You will be the first point of contact for users, ensuring timely incident resolution and escalation as needed, within an ITIL-aligned framework.

The role supports 24x7 operations, requires strong troubleshooting, clear communication, and the ability to manage competing priorities.