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 environment.
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
Explicit 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