Job Summary
We are seeking a skilled technical support professional to join our team as a Service Desk Analyst. In this role, you will be responsible for providing end-user support and contributing to the delivery of IT services within a government environment.
* This involves resolving technical issues, supporting device builds, and delivering high-quality customer service in alignment with ITIL methodologies.
Main Responsibilities
* Provide Level 1 and Level 2 technical support following ITIL methodology.
* Act as the first point of contact for IT-related issues via call centre, ServiceNow, and face-to-face interactions.
* Troubleshoot and resolve issues related to Windows and/or Mac operating systems, Microsoft Office suite, network connectivity, and system errors.
* Image devices according to documented build procedures.
* Deliver floor walking support to assist users directly.
* Support the Digital Connect Program, helping staff back up personal data from departmental laptops and mobile devices.
* Follow asset management procedures and assist with logistics support.
* Document and escalate technical issues to specialist support teams as needed.
* Provide VIP and Executive support when required.
* Contribute to documentation of known issues, workarounds, and knowledge base articles.
* Work collaboratively as part of a team under direction, while also being capable of managing small team deliverables.
* Participate in shift work between 7:00 AM and 7:00 PM, including some weekend work.
* Support all service functions including device imaging, floor walking and service desk support, mobility device support (iPads and phones).
Required Skills and Qualifications
* 1-2 years of experience in a technical support or service desk/help desk role.
* Strong knowledge of Windows and/or Mac OS, Microsoft Office applications, common desktop and productivity tools.
* Experience using ServiceNow or similar service management tools.
* Familiarity with ITIL practices and service delivery standards.
* Excellent communication skills, both verbal and written.
* Strong customer service orientation and ability to explain technical concepts to non-technical users.
* Must hold or be eligible for Baseline Security Clearance.
Benefits
We offer a range of benefits to support your career growth and well-being. These include:
* Opportunities for professional development and training.
* A dynamic and inclusive work environment.
* Competitive remuneration packages.
* Flexible work arrangements.
* Recognition and rewards for outstanding performance.
About Us
We are an organisation committed to diversity, equity, and inclusion. We welcome applications from people of all backgrounds and encourage candidates to self-identify if they have a disability or require reasonable adjustments during the recruitment process.