IDEMIA is seeking a motivated and customer-focused Service Desk Analyst to join our Managed Services Support Team. In this role, you will provide exceptional customer service to our government clients, leveraging your strong troubleshooting and problem solving skills to diagnose, resolve, and elevate technical issues across a range of technical solutions and environments.
You will be responsible for end-to-end incident management, including technical troubleshooting, stakeholder engagement, and proactive follow-up to ensure incidents are resolved efficiently and completely. Working within an ITIL-based environment, you will actively manage, update, and elevate incidents and service requests as required.
This role offers more than traditional service desk responsibilities, and you will not be tied to a phone all day. Alongside incident management, you will be working with our senior technical specialist in the management and maintenance of our technology environments contributing to routine solution administration tasks and pro-active system maintenance.
You will also gain valuable exposure to industry leading biometric technologies and play a key role in supporting the critical cloud and on-premises infrastructure that underpins these solutions.
Job description
Purpose
IDEMIA is seeking a motivated and customer-focused Service Desk Analyst to join our Managed Services Support Team. In this role, you will provide exceptional customer service to our government clients, leveraging your robust troubleshooting and problem solving skills to diagnose, resolve, and elevate technical issues across a range of technical solutions and environments.
You will be responsible for end-to-end incident management, including technical troubleshooting, stakeholder engagement,



and proactive follow-up to ensure incidents are resolved efficiently and completely. Working within an ITIL-based setting, you will actively manage, update, and elevate incidents and service requests as required.
This role offers more than traditional service desk responsibilities, and you will not be tied to a phone all day. Alongside incident management, you will be working with our senior technical specialist in the management and maintenance of our technology environments contributing to routine solution administration tasks and pro-active system maintenance.
You will also gain valuable exposure to industry leading biometric technologies and play a key role in supporting the critical cloud and on-premises infrastructure that underpins these solutions.
Key Missions
Skills and Experience
2+ years' experience in a Service Desk / Technical Support role (L1/L2)
Strong customer engagement and communication skills (phone and written)
Experience in incident management and queue ownership
Proven ability to manage tickets end-to-end, including:
Following up with users
Chasing internal teams
Actively managing outstanding or on-hold incidents
Comfortable relaying technical concepts to non-technical people
Experience working in an ITIL-based environment
Solid technical troubleshooting capability across:
Application Support
Windows (AD/GP etc)
Basic infrastructure concepts, including Cloud
Profile & Other Information
Desirable
Experience with ServiceNow or similar ITSM tools
Experience working in government or secure environments
Exposure to Linux environments an advantage
Understanding of infrastructure concepts (backups, networking)
ITIL foundation certification
Mandatory
Australian Citizenship
Current NV1 Security Clearance (minimum)
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📌 Service Desk Analyst (Canberra)
🏢 IDEMIA Public Security
📍 Canberra