Service Desk Analyst – Complex Cases & Escalations – Federal Government

Seek.Com.Au; Canberra; Hybrid; AUD 80,000 - 120,000; Full time

Job summary

Federal Government agency is seeking a Service Desk Analyst to act as the escalation point for the consumer helpline. The role covers complex, sensitive cases, including complaints, data access requests and urgent safety issues, with decisions documented under legislation and policy.

Based in a hybrid setup across Canberra, Brisbane or Sydney, you will coach team members, review quality, and help improve IT service desk processes while coordinating time-sensitive work and reporting.

Qualifications

• Experience in a complex service delivery environment - contact centre, complaints, case management or escalations team.
• Decisions made by researching and applying legislation, policy or published procedures.
• Handling difficult enquiries from the public by phone and in writing.

Responsibilities

• Manage complex enquiries and complaints escalated from Level 1 and Level 2 support teams
• Research cases and provide clear, accurate responses by phone and in writing
• Review requests and recommendations relating to access to existing data
• Apply legislation, policies and standard operating procedures to support decision-making
• Coordinate time-sensitive work, monitor team activity and contribute to reporting
• Develop and maintain knowledge articles, procedures and training materials
• Support colleagues through coaching, guidance and quality assurance
• Contribute to service improvements, audits and risk management activities
• Build strong working relationships with internal teams and external stakeholders

Skills

Complex case handling

Policy interpretation

Stakeholder communication

Coaching staff

Health sector knowledge

Job description

Service Desk Analyst - Complex Cases & Escalations - Federal Government

Contract role with a federal agency, Hybrid - Canberra, Brisbane or Sydney.

You will be the escalation point for the agency’s consumer helpline. You’ll handle the complex and sensitive matters that frontline staff pass up, including complaints, record access requests and urgent safety issues. You’ll make and document decisions in line with legislation, policy and procedures. You’ll also coach team members, review quality and help improve how the team works, including its IT service desk processes.

What we’re looking for

Experience in a complex service delivery environment - contact centre, complaints, case management or escalations team

Decisions made by researching and applying legislation, policy or published procedures

Handling difficult enquiries from the public by phone and in writing

Coaching or training staff (desirable)

Customer support in a health or clinical setting (highly desirable)

Some understanding of how an IT service desk works

Backgrounds that suit: Services Australia, Medicare, My Aged Care, NDIS, health insurers, health helplines, ombudsman or complaints teams.

Must have: Australian citizenship and a current Baseline clearance.

Key responsibilities

Manage complex enquiries and complaints escalated from Level 1 and Level 2 support teams

Research cases and provide clear, accurate responses by phone and in writing

Review requests and recommendations relating to access to existing data

Apply legislation, policies and standard operating procedures to support decision-making

Coordinate time-sensitive work, monitor team activity and contribute to reporting

Develop and maintain knowledge articles, procedures and training materials

Support colleagues through coaching, guidance and quality assurance

Contribute to service improvements, audits and risk management activities

Build strong working relationships with internal teams and external stakeholders