Profectus is seeking expressions of interest from Service Desk Analysts to support likely upcoming work within government.
You will be the first point of contact for end users, resolving incidents and service requests while keeping the wider team informed and services running smoothly.
These opportunities are likely to be Canberra-based roles supporting business-as-usual operations and project delivery.
Key ResponsibilitiesProvide Level 1 and Level 2 support across incidents and service requestsLog, triage, prioritise, and resolve tickets within agreed service levelsSupport end users across desktop, laptop, mobile, and common business applicationsEscalate complex issues to specialist teams and track them through to resolutionManage account administration tasks such as access provisioning and password resetsMaintain accurate records, knowledge base articles, and support documentationContribute to service improvement and recurring problem identification




Required ExperienceProven experience in a Service Desk or IT support role within a medium to large organisationStrong working knowledge of Windows desktop settings and Microsoft 365Experience using an ITSM ticketing tool such as ServiceNow, Jira, or CherwellSound understanding of Active Directory account and access administrationClear communication skills and a customer-focused approachAbility to work to service levels in a structured, governed setting
Desirable ExperiencePrior experience within an Australian Government or similar secure environmentITIL Foundation certificationExposure to remote support tools and endpoint management platformsExperience supporting VIP or executive users
Security Clearance RequirementsMust be an Australian CitizenActive AGSVA Baseline security clearance required
Working ArrangementsPrimarily onsite in Canberra
Why ProfectusProfectus partners with government to deliver trusted ICT capability.
We take a long-term, relationship-driven approach, supporting our people across the full life of their engagement while contributing to outcomes of national importance.

📌 Service Desk Analyst Canberra
🏢 Profectus
📍 Canberra