Posted: 13h ago
The role
Position: Digital Services Analyst Australian Citizens Role Overview: We are seeking a Digital Services Analyst with strong service desk, desktop support, incident management and ITSM experience. The role sits between Level 1 and Level 2 support and requires someone who is technically strong, customer-focused, independent and able to hit the ground running. The ideal candidate will have hands-on experience supporting end users, troubleshooting technical issues, managing incidents, reducing escalations, and communicating clearly with both technical teams and business users. Key Responsibilities • Provide L1/L2 support across digital services, desktop, telephony and end-user technologies. • Manage incidents and service requests through ITSM processes. • Use ServiceNow or similar ITSM tools for ticket logging, tracking, resolution and escalation. • Troubleshoot issues related to Windows 11, M365, MFA, VPN, Citrix Cloud, mobile devices and Apple devices. • Take ownership of incidents from initial contact through to resolution. • Provide occasional phone-based support to end users. • Communicate effectively using both technical language and customer-friendly language. • Work independently while also contributing as a team player. • Support managed end-to-end customer services in an operational delivery environment. • Reduce unnecessary escalations through strong troubleshooting and ownership. • Follow ITIL-aligned service management practices. • Support desktop, infrastructure and telephony-related issues at an enterprise level. Required Experience • Minimum 2–3 years’ experience in an operational delivery role within an IT Service Desk environment. • Minimum 3 years’ overall experience in Information Technology. • Experience with incident management, ITSM and ServiceNow or similar service desk technologies. • Desktop support experience across enterprise environments. • Strong troubleshooting and problem-solving capability. • Experience supporting Windows 11, Microsoft 365, MFA, VPN and mobile phone technologies. • Citrix Cloud experience is highly desirable. • Understanding of basic ITIL / IT Service Management concepts. • Broad understanding of enabling infrastructure technologies at an enterprise level. • Solid technical understanding of desktop and telephony technologies. • Experience delivering managed end-to-end customer services. Technical Skills • ServiceNow / ITSM tools • Incident Management • Desktop Support • Windows 11 • Microsoft 365 • MFA • VPN • Citrix Cloud • Mobile device support • Apple device support • Telephony support • Troubleshooting • ITIL basics Soft Skills • Strong ownership mindset • Customer-focused communication • Ability to explain technical issues in simple business language • Independent and proactive • Team player • Tech savvy • Able to work in a fast-paced environment • Strong attention to detail • Able to hit the ground running
