Service Desk Analyst

The Service Desk Analyst provides consistent, high-quality front-line technical support for clients and end-users. Operating under general supervision, this role is responsible for responding to service requests and incidents, performing routine BAU IT service management (ITSM) activities, and escalating non-routine issues in line with documented processes. The Analyst uses standard diagnostic tools and ITSM platforms to resolve or escalate issues, ensuring accurate ticket handling and courteous customer interactions. This role plays a vital part in delivering a reliable and responsive support experience across multiple clients.
 
This is an in-office role with a rotating shift schedule. The successful candidate must be available to work a 12-hour shift (from 7:00am to 7:00pm Canberra Time) on a rostered basis, including weekends and Public Holidays.