About the role RFQ Opportunity 12-months Contract Canberra based Onsite We are seeking a proactive and technically skilled Level 1-2 Service Desk Analyst to provide essential end-user support and contribute to the high-quality delivery of IT services within a dynamic government environment.
This pivotal role involves resolving a wide range of technical issues, supporting device builds, and delivering exceptional customer service in strict alignment with ITIL methodologies.
If you have a passion for technology, excellent problem-solving skills, and thrive in a structured, service-oriented setting, we encourage you to apply.
Role Overview As the Level 1-2 Service Desk Analyst, you will be a key contact for all IT-related support, ensuring our staff have the tools and connectivity they need to perform their duties.
You will handle incidents and service requests from initial contact through to resolution or escalation.
Key Responsibilities Frontline Support: Act as the first point of contact for IT-related issues via call centre, ServiceNow, and face-to-face interactions.
Incident Resolution: Provide Level 1 and Level 2 technical support following ITIL methodology, including troubleshooting and resolving issues related to: Windows and/or Mac operating systems Microsoft Office suite applications Network connectivity and system errors Device Management: Image devices according to documented build procedures and follow asset management procedures, assisting with logistics support.
User Assistance: Deliver floor walking support to assist users directly and provide required VIP and Executive support .
Program Support: Support the Digital Connect Program, assisting staff with backing up personal data from departmental laptops and mobile devices (iPads and phones).
Documentation