Profectus is inviting expressions of interest from experienced Service Desk Analysts for likely upcoming engagements within the Australian Government. We are looking for analysts who can act as a first point of contact for end users, resolve and upscale issues efficiently, and support the reliable delivery of IT services within a secure, governed setting.

Key Responsibilities

- Act as a routine contact point, receiving and handling requests for support
- Respond to a broad range of service requests, providing information to fulfil requests or enable resolution
- Provide first line investigation and diagnosis, and promptly refer or escalate unresolved issues as appropriate
- Handle incidents according to agreed procedures, prioritising and diagnosing issues and seeking resolution
- Investigate causes of incidents, facilitate recovery, and document and close resolved incidents
- Provision new IT services and equipment to users and manage faulty and obsolete end-user equipment
- Research and explain vendor products and organisational policies to stakeholders
- Ensure support documentation is available and in an appropriate format for those providing or receiving support
- Communicate service and degradation issues to customers
- Build effective working relationships and actively contribute to team activities

Required Experience

- Proven experience in a service desk or first line IT support role




- Strong customer service skills with the ability to handle and prioritise a broad range of support requests
- Experience with incident management, including diagnosis, escalation and resolution
- Sound analysis, diagnosis and problem-solving skills, with initiative to identify alternative courses of action
- Familiarity with current industry hardware and software products
- Ability to contribute to support documentation and quality assurance activities
- Clear written and verbal communication with technical and non-technical stakeholders
- Experience within secure or highly regulated environments
- Exposure to quality assurance, audits or compliance activities
- Relevant industry certifications such as ITIL
- Experience provisioning and managing end-user equipment

Security Clearance Requirements

- Must be an Australian Citizen
- Must hold a current Top Secret Positive Vetting (TSPV) security clearance

Working Arrangements

- 100% onsite in Canberra
- No remote or working from home arrangements possible

Why Profectus

Profectus partners with the Australian Government to deliver trusted, secure ICT capability across significant programs. We take a long-term, relationship-driven approach, supporting our people across the full lifecycle of their engagement while contributing to outcomes of national importance.

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📌 Service Desk Analyst (Canberra)
🏢 Profectus
📍 Canberra