Senior NIES Service Desk Analysts (x3) Location
Canberra (ACT) or Melbourne (VIC)
Working Arrangement
Onsite only (no WFH)
Clearance required
TSPV (Top Secret Positive Vetting) or currently upgrading
Company overview
The Australian Signals Directorate (ASD) sits at the centre of Australia's national security capability. They protect the country from global threats while delivering critical intelligence and cyber operations. This is work that actually matters. You're operating in a high-trust, high-impact environment where reliability and judgement count.
Job Description
Let's break it down. You'll be the front line for ICT support in a complex, secure environment. This isn't a basic service desk role. You're expected to diagnose, resolve, and think critically. You'll support users across integrated systems, handling incidents, service requests, and system issues while keeping operations stable. You'll also play a role in improving processes, tightening standards, and lifting how support is delivered overall.
Duties and Responsibilities
* Act as the first point of contact for ICT support requests and incidents
* Perform first-line investigation, diagnosis, and resolution of issues
* Escalate unresolved incidents and ensure timely follow-up
* Install, configure, and support applications and system software
* Monitor, track, and report on incidents in line with agreed procedures
* Contribute to incident management improvements and documentation
* Assist in developing and maintaining support standards
* Support audits and compliance activities, identifying gaps where they exist
* Analyse service degradation issues and implement solutions
* Communicate impacts clearly to stakeholders across technical and non-technical audiences
* Manage workloads, priorities, and contribute to team planning
* Build strong working relationships across teams and stakeholders
Education/Certifications required
* Relevant ICT qualifications or equivalent practical experience
* Industry certifications (ITIL, Microsoft, Cisco, etc.) are well regarded
Knowledge/Skills required
* Strong experience in complex service desk or helpdesk environments
* Solid incident management and troubleshooting capability
* Experience installing, configuring, and maintaining system software
* Good understanding of enterprise environments, including cloud and systems integration
* Ability to communicate clearly with both technical and non-technical stakeholders
* Strong organisational and prioritisation skills
* Experience with Atlassian tools (Jira, Confluence) is highly desirable
* Defence or intelligence environment experience is a strong advantage
Criteria Essential
* Demonstrated experience in complex helpdesk, incident management, communications, and application support within an integrated workforce
* Proficiency in system software updates, installation, and configuration in secure operational environments
* Strong understanding of cloud environments and systems integration across enterprise architectures
* Ability to communicate complex concepts clearly, adapting for technical and non-technical audiences
Desirable
* Experience with Atlassian products (Jira, Confluence) for workflow and collaboration
* Experience within the Defence Intelligence community, including exposure to governance frameworks and inter-agency environments
Employment benefits
* 12-month contract with 2 x 12-month extensions
* Work inside one of Australia's most critical national security environments
* Long-term stability for cleared professionals
* Exposure to highly secure, complex technical systems
Additional requirements
* Must hold TSPV clearance or be actively upgrading (must be obtained before start)
* Willingness to undergo ASD's Organisational Suitability Assessment (OSA), including psychological assessment
* Comfortable participating in detailed background discussions as part of clearance processes
Diversity and Inclusion
We are committed to fostering a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.
Veterans
Defence and Federal Government industry experience is highly desirable. We strongly encourage veterans and individuals with Defence experience to apply. Your background is highly valued, and support is in place to help you transition into this role.
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