Employee Benefits
We're proud to offer a workplace that is supportive, inclusive and genuinely committed to your success. When you join ElectraNet, you join a team that values diversity, collaboration and continuous learning.
In addition to this, we also offer:
Performance bonus eligibility of up to 15%
5 weeks annual leave
15 days personal/carer's leave
16 weeks paid parental leave
Versatile work options & wellbeing programs
Additional paid volunteering and office closure leave
Ongoing professional development and certification support
A vibrant and community focused team culture
Regular social events and activities.
The Opportunity
The Service Desk Analyst provides operational ICT support services, including analysing, diagnosing and resolving technical issues across business systems, applications, endpoint devices and associated infrastructure components, in accordance with established technical standards, service frameworks and service levels.
The position's primary responsibilities are to provide first and second line support to ElectraNet staff and contractors in their use of Business Systems and Applications. The primary focus when dealing with faults is to return IT services to normal levels as soon as possible with limited business impact. The Service Desk Analyst should always be seeking to engage in activities that continually improve the efficiency and capability of the Service Desk. The Service Desk Analyst is expected to build and maintain strong and productive relationships with both our business users, other IT staff, external contractors and vendors, by being proactive, solutions focused and flexible in their approach.
Success in this role is characterised by delivering a resolution to all incidents and requests for service and change within agreed timeframes with outstanding customer service and a 'can-do' attitude.
Key Responsibilities
Operational & Technical
Support the provision of specialist technical support to other groups within ElectraNet
Provide technical advice and operational support to customers and colleagues
Provide Level 1 and Level 2 ICT support services, including technical investigation, diagnosis and resolution of incidents and service requests across desktop, mobile, operating system and business application environments.
Recording and resolving of Incidents and Service Requests in accordance with agreed service levels
Providing high levels of incident ownership - resolving, progressing and managing all incidents to a satisfactory conclusion,



and ensuring that appropriate parties are kept up to date on incident progress
Ensuring all incident tickets are regularly and accurately updated; and realistic resolution times are provided
Prioritising of incident resolution according to business needs and change management requirements
Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements and documented procedures
Participate in the implementation and verification of operating system and application patching activities in accordance with approved technical procedures and change controls
Undertake technical investigation and fault isolation prior to escalation, documenting root causes, actions taken and outcomes, and escalating unresolved issues in accordance with established procedures
Participation in capital projects as required
Purchasing of IT Consumables as required
Achievement of expected customer satisfaction levels as measured by independent customer surveys of ElectraNet IT Customers
Inclusion in the on-call roster of providing 24/7 support to corporate IT systems and business application
Fostering technical innovation, acquisition of expertise and supporting a continuous improvement culture
Apply guidelines, processes and systems to lead the way of best practice
Create, review and maintain technical documentation, including knowledge base articles, troubleshooting guides and operational procedures relating to ICT systems, applications and issue resolution
Perform other duties, commensurate with your skills and classification level, as requested
Participate in the working site roster resulting in ad hoc travel between sites, ensuring a high level of customer service is being provided at each ElectraNet site, including Adelaide CBD, Keswick offices and the warehouse in Edinburgh
Participate in Major Incident Management process by acting as first point of contact and creating a communication channel between relevant stakeholders
Behavioural
Build and maintain strong working relationships with and between internal and external stakeholders, delivering a high level of customer service.




Create and develop a respectful workplace environment that values cultural diversity, innovation, open discussion and cross functional collaboration to help drive high performance.
Lead by example; role model desired behaviour and priorities, demonstrate personal accountability for self-development and for achieving quality and timely result.
Demonstrate behaviour that is consistent with ElectraNet's values, Code of Conduct and Acceptable Use of Technology Resources Policy while performing the role in a professional and ethical manner.
Promote safe work practises that support the safety of all workers and the security of ElectraNet's assets, proactively reporting safety incidents, near misses and security threats.
About You
Knowledge & Experience (Essential)
Applying theoretical and practical knowledge to solve commonly encountered problems
Applying generally accepted concepts, principles and standards in well-defined areas
Undertake ongoing tasks being performed on either a daily/weekly/monthly basis
Knowledge of industry best practice in service desk delivery and in the use of appropriate measurement metrics and techniques (ITIL)
Experience in working across multiple organisations and business units to deliver customer driven outcomes
Experience in working on a results-oriented Service Desk supporting a complex Microsoft Server and Windows desktop environment.
Demonstrated experience in a similar first and second line, desktop support service desk function
A strong customer and outcome focused approach with good verbal and written communication skills
Analytical, investigation and problem-solving skills
Demonstrated ability to gain trust and partner with business systems users at all levels in a customer focused, business orientated manner
Sound ability to use Microsoft Office products
Flexible approach to working hours and after-hours commitments
Basic Knowledge of Video Conferencing
Basic Knowledge of LAN/WAN
Experience working within a similar role within the Electricity Industry
Valid Australian Car Driver's Licence (or eligibility to obtain one)
Qualifications (essential)
Diploma qualified or 3 years equivalent experience in lieu
We strongly encourage Aboriginal and Torres Strait Islander people to apply. ElectraNet is committed to creating a diverse and inclusive workplace. We value the unique perspectives and experiences that Aboriginal and Torres Strait Islander people bring to our team.
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📌 Service Desk Analyst (South Australia)
🏢 Electranet
📍 South Australia