Service Desk Analyst - NV1 / NV2 - Syd/Canberra

As a Service Desk Analyst, you'll be the first point of contact for Federal Government customers, helping to manage incidents, troubleshoot technical issues and ensure services are restored quickly and efficiently. Key responsibilities include: * Monitoring customer networks and identifying faults * Logging, updating and resolving tickets through ITSM systems * Providing Level 1 / Level 2 troubleshooting across network technologies * Supporting incident management activities * Communicating with customers via email, phone and ticketing systems * Maintaining accurate documentation and records * Contributing ideas to improve processes and customer experience * Participating in a Monday-Friday shift roster between 7:00am and 6:00pm

What's on offer?

• Access to thousands of learning and development programmes
• Clear career progression opportunities within a global organisation
• Purchased annual leave and additional leave benefits
• Employee discounts on products and services
• Laptop, mobile phone and plan provided
• Supportive and collaborative team environment
• Opportunity to work with enterprise networking technologies and government customers

About you

To be successful, you'll have:

• Experience working in a Service Desk, Help Desk or Technical Support environment
• Experience using ITSM/ticketing platforms
• Basic networking knowledge and troubleshooting skills
• Exposure to Cisco and/or Fortinet technologies
• Strong communication and customer service skills
• The ability to work effectively in a team environment
• Relevant IT certifications or qualifications (desirable)

Essential requirements

• Australian Citizenship
• Active NV1 or NV2 Security Clearance
• Availability to work rostered shifts between 7:00am and 6:00pm Monday to Friday

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Sam Jamshed on 02 8289 3159 for a confidential discussion.