Synopsis
About the role
The Service Desk Analyst is part of Treasury's IT Service Desk team. The team is responsible for the delivery of level 1 and level 2 ICT support services and end user hardware support to Treasury employees.
The role is directly supported by an APS5 Senior Service Desk Team Lead and APS6 Service Desk Team Lead, together the team works in collaboration to deliver high level ICT services for the Department.
On a daily basis the Service Desk Analyst will interact with stakeholders through phone requests, walk-ups and Treasury's ticketing system and is responsible for the effective delivery of IT solutions to users. They will be at the forefront of a high-achieving Service Delivery team.
A core function of the role includes creating Knowledge Articles and Standard Operating Procedures for the Service Desk knowledge base. These articles will be created and maintained using knowledge gained through troubleshooting and advice from 3rd-level teams. All documentation should be store appropriately in an approved system as per the Departments Information Governance Framework.
Additionally, the role has a requirement for interstate travel, work hours in accordance with a rotating shift roster Monday to Friday, the ability to work remotely, on call and afterhours to support business-critical work 7 days a week on a rotating roster.
As an APS4 Service Desk Analyst, your responsibilities will include
* Delivery of IT and hardware services to Treasury staff, senior executives, and ministerial offices.
* Providing online and in-person level 1 and 2 technical support.
* Supporting switchboard, IT Mobility, Interstate Liaison and VIP functions as required.
* Participating in a rotating shift roster (Monday to Friday) and on-call support after hours and weekends.
* Supporting and mentoring junior IT Service Desk staff.
* Maintaining and improving process documentation and knowledge sharing within the Service Delivery team.
You will self-manage workloads effectively through the corporate ticketing system, ensuring strong customer engagement and understand the importance of consistent and effective communication within the Department's organisational structure.
Desirable Skills / Experience
* You will have a strong track record in delivering IT support in a fast-paced, high-volume environment.
* Be highly organised, proactive, and capable of self-managing workloads and a corporate ticketing system.
* Communicate clearly and professionally, ensuring a high standard of customer engagement.
* Be flexible, available for travel, and able to work within a structured roster and remote working arrangements.
* A current driver's licence.
* 12 months of experience in an ICT support environment, with Microsoft Products, including Windows Operating Systems and the Microsoft Office Suite and Privileged User Account is highly desirable.
* Have experience effectively engaging with stakeholders with limited technical expertise on complex issues, both face-to-face and over the phone.
For further information regarding this vacancy and the application process, please refer to the
Position Description
.