Service Desk Analyst - 24/7 ICT Support & Incident Triage

Leidos Llc; Canberra; On-site; AUD 60,000 - 90,000; Full time

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 and operations environment. You will be the first point of contact for users, ensuring timely incident resolution and service restoration while escalating complex issues to specialists.

The role operates within an ITIL-aligned service management framework and supports 24x7 operational environments through proactive monitoring, incident management, and

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 and operations environment. You will be the first point of contact for users, ensuring timely incident resolution and service restoration while escalating complex issues to specialists.

The role operates within an ITIL-aligned service management framework and supports 24x7 operational environments through proactive monitoring, incident management, and