Service Desk Analyst

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission-critical network monitoring and operational support environment. Acting as a first point of contact for users, this role ensures timely incident resolution, service restoration, and escalation of technical issues impacting network availability, performance, and operational capability. Working within an ITIL-aligned service management framework, the role supports 24x7 operational environments through proactive monitoring, incident management, customer engagement, and collaboration with technical support teams.

Key responsibilities include:

• Manage incidents and service requests, including logging, categorisation, prioritisation, resolution, and customer communication within agreed service levels.
• Monitor ICT infrastructure, network services, applications, and operational dashboards to identify service degradation, outages, and performance issues.
• Perform incident triage and diagnosis, coordinate escalations to specialist teams, and support service restoration, recovery, and major incident activities.
• Deliver responsive customer support, including troubleshooting assistance, onboarding support, account administration, and access management.
• Contribute to continuous improvement through operational documentation, knowledge management, service improvement initiatives, and compliance activities.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

• Demonstrated troubleshooting and diagnostic skills across ICT environments.
• Strong written and verbal communication skills with the ability to engage effectively with stakeholders and customers.
• Proven ability to manage competing priorities in a fast-paced operational environment.
• Customer-focused mindset with a commitment to delivering positive service outcomes.
• Strong attention to detail, accountability, teamwork, and the ability to remain calm under pressure.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.