Department of Training and Workforce Development WA – Perth WA
Position: Service Desk Analyst
Type: Part time / Casual / Temporary / Full time / Contract
Department: Department of Training and Workforce Development
Sector: Government - State (Government and Defence)
The Department of Training and Workforce Development supports Western Australia's training system to develop the skills and capabilities needed to transform lives while creating strong and vibrant businesses, communities, and the economy.
Role Overview / Key Duties
The Service Desk Analyst is the first point of contact for all ICT-related enquiries, delivering professional, courteous, and customer-focused support to internal and external stakeholders.
The role involves logging, triaging, and resolving service requests using modern IT service management platforms, achieving high levels of first-contact resolution, ensuring accurate escalation procedures, and contributing to continuous service improvement by identifying recurring issues and supporting process enhancements within a dynamic digital environment.
Ideal Candidate Profile
To succeed in this role, you will have experience in IT service desk operations or a similar customer support environment, with strong technical troubleshooting and customer service skills.
You will need excellent communication abilities to explain technical concepts clearly, confidence using ITSM tools such as Microsoft Service Manager, and familiarity with incident, request, and escalation workflows.
The role requires a focus on delivering timely, accurate solutions, combined with problem-solving skills, attention to detail, and adaptability in a fast-paced environment.
Diversity and Inclusion Statement
As a measure to achieve equality under sections 51, 66R and 66ZP of the Equal Opportunity Act ****, Aboriginal and Torres Strait Islander people, young people (24 years of age and under) and people with disability who meet the requirements of the position may be prioritised for appointment.
Employee Benefits
Flexible work arrangements including flexitime and working remotely.
Flexible leave arrangements, including study leave.
A comprehensive health and wellbeing program including Employee Assistance Program and Mental Health Contact Officers.
Career and professional development programs and opportunities.
Salary packaging options.
Applications
Want to know more?
For full details of the role, eligibility requirements and what we are looking for, read the attached job description and application package.
If you have any questions about the position, please contact Chris Wong, ICT.
If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, including alternate methods of communication.
Applicants are required to apply online and need to submit an application consisting of:
A resume not exceeding three pages, providing sufficient information to enable an assessment of your skills and experience relevant to this role.
A brief cover letter not exceeding two pages, relating your skills and experience to the selection criteria as outlined in the attached Job Description Form.
Posted: **********
Salary: Attractive package will be offered to right candidate
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