# NIES Service Desk AnalystCanberra Melbourne21 May 2026### Job DescriptionRemote is seeking Service Desk Analysts to join the team at the Australian Signals Directorate. The Service Desk Analysts will support end users of ICT systems and services, acting as the first point of contact for users and support staff in a complex technical environment. The role will involve responding to support requests, assisting with incident resolution, and installing, configuring, maintaining and supporting applications to ensure systems remain secure, reliable and aligned with organisational and user requirements. (LH-06314)##### Role Description**Key duties and 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.**Technical skills*** Skills and knowledge with Atlassian Products experience in the Defence intelligence community preferred.-**Essential criteria*** Demonstrated experience in complex helpdesk, incident management, communications and application support within an integrated workforce.* Proficiency in performing system software updates, installation and configuration to maintain secure and reliable operational environments.* Strong understanding of cloud environments and systems integration, including how platforms, services and applications interact across enterprise architectures.* Demonstrated ability to communicate complex concepts clearly and concisely, tailoring messages to technical and non technical audiences to support informed decision making.**Desirable criteria*** Demonstrated experience using Atlassian products, including Jira and Confluence, to support project delivery, workflow management and team collaboration.* Demonstrated experience operating in the Defence Intelligence community, including exposure to intelligence processes, governance frameworks and inter-agency collaboration.Location,Throughout her career, **Rae Knight** has worked with both international and local law firms, health funds, medical facilities, and Commonwealth departments. At Remote, Rae uses that depth of experience to make sure our contractors and internal team get the support they need, when they need it.Whether she's responding to queries, liaising with Commonwealth agencies, or keeping us aligned with compliance requirements, Rae is all about making things easy for people. She's known for being approachable, reliable, and genuinely invested in creating a smooth experience for everyone she works with.Originally from Canberra, Rae loves spending time outdoors: gardening, reading in the sun, and enjoying the quieter moments.* Skill set* Experience* Clearance* Location**Kate Dyce** has been involved in ICT capability development and support, project and program management, and team leadership in Defence and National Security settings since 2006.She has proven skills in the use of PRINCE and Agile methods for leading and delivering complex ICT projects involving infrastructure, data storage and processing and intelligence analysis applications.Kate has a long history of effective stakeholder engagement, including representation to senior leadership, industry, NIC and overseas partners.Kate's role as Operations Manager includes the coordination of Remote's services to Commonwealth and Commercial clients. She is responsible for ensuring Remote's services match the requirements of our clients as well as the provision of support and mentoring to Remote's consultants.**Daniel Flynn**'s career spans distinguished military service and consulting for the national intelligence community, giving him a unique perspective on leadership, resilience, and strategic operations.Before stepping into his current role, Daniel served as Account Manager at Remote, where he focused on building strong client relationships and delivering practical solutions tailored to complex challenges. His dedication and performance have been recognised with multiple honours, including the **Commendation for Distinguished Service** from the Australian Defence Force for his leadership during warlike operations.Daniel is passionate about fostering collaboration, driving innovation, and ensuring Remote continues to deliver exceptional results. Outside of work, he values continuous learning and enjoys enabling teams to reach their full potential.#J-18808-Ljbffr