The Opportunity
Our client is seeking a dedicated Service Desk Analyst to join their Information and Communications Services department. This initial fixed term contract goes to the end of June 2025 (scope for long term extension), offers an opportunity to utilise your excellent customer service and technical support skills to help maintain crucial IT services for the client’s teams.
The Role
As a Service Desk Analyst you will deliver comprehensive Service Desk support, including ticket management, classification, prioritization, and timely escalation to meet Service Level Agreements. You responsibilities will include:
* Ensuring high-priority incidents are promptly addressed, monitored, and resolved.
* Managing IT asset records, coordinating moves, additions, changes, and loans while keeping systems up to date.
* Providing strong customer service, administrative support, procurement, and reporting functions to business units.
* Troubleshooting and resolving IT incidents and requests, maintaining coverage for Service Desk operations.
* Contributing to departmental knowledge management by documenting processes and updating Service Desk procedures in ServiceNow.
About You
In order to be a successful application you will have relevant tertiary qualification e.g. ITIL Foundation Certificate (Microsoft certification is desirable). You will also have:
* Minimum of 3 years’ experience in a similar role, with a strong focus on customer service and technical support.
* Proficient in supporting MS Office and common desktop applications, and experience using a Helpdesk or ITSM tool.
* Excellent communication skills, both written and verbal, to effectively interact with clients and colleagues.
* Strong organizational skills to manage ticket queues and ensure timely resolution.
* Able to adjust working hours as needed to cover Service Desk operating hours and meet business requirements.
* Ideally experience working in government (e.g. state government, health care, emergency services)
Benefits
* Initial contract through to the end of FY2025 with scope for long term extension
* Great career progression opportunities
* Excellent team culture
* 1 day work from home per week
Please apply by upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Helena Patterson on helena.patterson@davidsonwp.com, quoting reference JN -112024-38673. Want to know more about Davidson? Visit us at www.davidsonwp.com