Service Desk Analyst | NV1 Clearance Required | Contract Opportunity | ASAP Start M&T; Resources is working with a Federal Government client, seeking an experienced Service Desk Analyst to join a specialist ICT support team within a secure environment. This is an excellent opportunity for a customer-focused ICT professional who enjoys working directly with end users, resolving technical issues, and contributing to the ongoing success of a business-critical application environment.
About the Role
As a Service Desk Analyst, you will provide first-level technical support and customer assistance across a suite of enterprise applications. You will play a key role in maintaining high service standards, ensuring timely resolution of incidents, and delivering an excellent user experience. Working within a small and collaborative team, you will support users across a variety of business functions while ensuring all requests and incidents are managed efficiently and professionally.
Key Responsibilities
- Provide Level 1 Helpdesk and application support.
- Investigate, troubleshoot and resolve user issues.
- Manage incidents and service requests through to resolution.
- Escalate complex technical issues to appropriate support teams.
- Maintain accurate records, documentation and ticket updates.
- Deliver exceptional customer service and user support.
- Build positive relationships with stakeholders and end users.
- Contribute to knowledge sharing and continuous improvement initiatives.
- Support broader team objectives and operational priorities.
About You
You will be a proactive and customer-focused ICT professional with experience working in Service Desk or Helpdesk environments.
You will demonstrate:
- Excellent written and verbal communication skills.
- Strong stakeholder engagement and customer service capability.
- Ability to work both independently and collaboratively within a team.
- Strong organisational skills and ability to manage competing priorities.
- Excellent documentation and record-keeping skills.
- A flexible approach to working across a variety of tasks.
- Ability to quickly learn new systems, applications and business processes.
- Strong problem-solving and troubleshooting skills.
- Experience delivering Level 1 Service Desk or Helpdesk support.
- Familiarity with industry-standard service management practices.
- Experience identifying, investigating and resolving user support issues.
- Strong time management and prioritisation skills.
- Experience working within secure or regulated environments.
- Strong documentation and knowledge management experience.
- Understanding of the ICT software development lifecycle.
- Experience engaging with a broad range of internal and external stakeholders.
- Experience supporting enterprise applications within Microsoft-based environments.
Mandatory Requirements
- Current Negative Vetting 1 (NV1) Security Clearance.
- Ability to work onsite in Canberra, ACT, five days per week.
If you’re an NV1-cleared Service Desk professional looking for your next opportunity within a secure government workplace, we’d love to hear from you.
#J-18808-Ljbffr
📌 Service Desk Analyst (Canberra)
🏢 M&T Resources
📍 Canberra
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.