Service Desk Analyst - TSPV - Adelaide

Vertical Scope Group; Adelaide; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Birthday day off

Annual Company Conference

Paid attendance at events

Defence leave

Part-time/remote/flexible work options

Job summary

Vertical Scope Group in Adelaide, SA is seeking a TSPV Service Desk Analyst to support Defence and Government customers. You will respond to support requests, document solutions, and liaise with stakeholders. The role emphasizes strong customer service, problem analysis, and provisioning of IT services and equipment.

We offer a range of perks and a supportive, security-cleared environment with opportunities for career growth across government panels and national supply chains.

Qualifications

• Experience supporting end users of IT systems and services.
• Experience resolving user-reported issues.
• Experience provisioning new IT services and equipment and managing end-user devices.

Responsibilities

• Respond to support requests and enable problem resolution; refer unresolved calls as needed.
• Ensure documentation is available and properly formatted for support.
• Understand hardware/software features and capabilities of clients’ systems.
• Research vendor products and organisational policies for stakeholders.
• Build strong relationships with team members and participate in team activities.
• Tailor communication and choose appropriate mediums for information delivery.
• Resolve problems using analysis, diagnosis and evaluation to identify alternatives.
• Design solutions to issues affecting outcomes and communicate degradations to customers.
• Undertake customer support tasks as required.

Skills

End-user support

Issue resolution

Provisioning IT services

Equipment management

Stakeholder communication

Job description

Join Vertical Scope Group’s (VSG) Professional Services Division in Adelaide, SA as we are seeking a driven, highly skilled and competent TSPV Service Desk Analysts to join our award-winning team in supporting our Defence and Government costumers

About you:

• Previous experience with supporting end users of IT systems and services.
• Previous experience with resolving issues reported by users.
• Previous experience with provisioning new IT services and equipment to users and manage faulty and obsolete end-user equipment.

About the role:

• Accountable to respond to support requests by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.
• Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support.
• Understand and apply knowledge of the general features and capabilities of the client and current industry accepted hardware and software products.
• Research and explain vendor products and organisational policies to stakeholders.
• Build and sustain effective working relationships with team members and actively participates in team work and group activities.
• Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations.
• Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative courses of action.
• Design solutions to issues affecting the achievement of desired outcomes.
• Communicate service and degradation issues to customers applying a range of customer service skills.
• Undertake Customer Support tasks as required.

About Us:

Why work for Vertical Scope Group?

Vertical Scope Group are an award winning, security cleared, ICT and cyber specialist with over a decade’s worth of experience providing end-to-end consulting, professional services and recruitment services nation wide to Australian Government and industry.

We are searching for exceptional consultants to join us in providing capability to multiple government panels and global supply chains including the ICT Provider Arrangement (ICTPA), NSW TAS SCN0012 – Talent Acquisition Scheme, Defence, Science and Technology Group (DSTG), BuyICT, People Panel (all categories, all locations, APS1- SES Band3, and Board Placements!)

We are proudly 100% Australian owned and run, possess a Defence Industry Security Program (DISP) Level 3 membership, and have won multiple peak body awards including the Recruitment, Consulting and Staffing Association (RCSA)’s 2021 ‘Excellence in Social Purpose’, RCSA’s 2022 ‘Excellence in Client Services’, and the 2022 Prime Minister’s Veteran Employment Award for ‘Excellence in Supporting Veteran and/or Partner Employment’ for VSG’s WorkPath Australia Training and Employment Program.

We offer our permanent consultants a list of perks that range from:

• Birthday day off
• Additional Superannuation Contribution
• Annual Company Conference
• Paid for attendance at award and industry events
• Generous Defence Leave
• Part-time, remote, flexible work options (when available)
• Fortnightly payments
• Diverse programs to work on
• Professional upskilling with RTO partners including budget for commercial qualifications

We believe people are our greatest asset, and we will work with and support you throughout your career.

Vertical Scope Group encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, veterans, people from culturally and linguistically diverse backgrounds and people with disabilities.