Location: ACT/VIC
Duration: 12-Month Contract with 2 x 12 Month Extension Options
Clearance: TSPV (Mandatory)
Role Overview
The Australia Signals Directorate (ASD) is seeking Service Desk Analysts to act as the first point of contact for ICT support within their complex and high security environment.
This role focuses on delivering high-quality first-line technical support including troubleshooting incidents, fulfilling service requests and escalating issues where required. Analysts will install, configure and maintain applications, ensuring systems meet organisational and user needs. The position also involves adhering to incident management processes, documenting and resolving issues, supporting continuous improvement initiatives and contributing to the development of standards and support documentation. Additionally, the role supports compliance activities, audits, and reporting, while identifying operational issues and recommending improvements to enhance service delivery.
Key Responsibilities
* Be accountable for ensuring that all requests for support are dealt with according to set standards and procedures
* Be accountable to respond to requests for support by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.
* Understand and apply knowledge of the general features and capabilities current industry accepted software products.
* Research and explain vendor products and organisational policies to stakeholders
* Build and sustain effective working relationships with team members and actively participate in team work and group activities.
* Facilitate appropriate direction for the team by clearly communicating goals and objectives.
* Evaluate service or degradation issues and notify internal and external stakeholders and customers of the implications.
* Design and implement solutions to service or degradation issues impacting on desired levels of service.
* Manage workflows and resources, prepare projects and team plans detailing measurable milestones and expected outcomes.
* Be accountable to allocate work, resources and tasks, set work priorities, develop strategies and evaluate business outcomes.
Key Skills & Experience
* Demonstrated experience in DISP environments with strong emphasis on personnel and physical security operations.
* Strong understanding of security clearance processes, including sponsorship, vetting, and ongoing personnel suitability management.
* Experience managing physical security controls, including access management, secure facilities, and visitor processes.
* Working knowledge of the PSPF (Protective Security Policy Framework) and ISM (Information Security Manual).
* High attention to detail with strong capability in security record-keeping and compliance documentation.
* Proven ability to operate in a high-compliance, process-driven Defence environment.
* Strong communication skills with the ability to engage effectively across operational and leadership stakeholders.
This role has an estimated start date of November 2026 (for those without a recent ASD OSA).
Experience with the Atlassian suite of products, and prior experience within the NIC space are desirable.
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