Job: - Service Desk Support Analyst - (Must have Baseline Clearance)

Duration: - 3 Months Initial contract with potential for extension

Location: - Canberra, ACT (100% office based in Barton)

Job Summary

We are looking for an experienced Service Desk Support Analyst / ICT Project Officer for a long-term contract role with a Federal Agency.

Required Skills

- Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud setting.
- Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
- Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
- Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
- Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.





Desirable criteria

- Experience in Active Directory on premise and Azure AD
- Demonstrated understanding of ITIL principles

Responsibilities

- Provide ICT support for hardware, software, network, account and device issues.
- Triage, resolve and escalate service requests and incidents in line with service levels.
- Administer user accounts, systems, devices, software and ICT asset records.
- Support ICT projects, upgrades, testing, rollouts and implementation activities.
- Prepare and update ICT procedures, user guides and knowledge articles.
- Liaise with staff, vendors and service providers to support ICT service delivery.
- Identify recurring issues and contribute to service and process improvements.
- Support cyber security controls, patching, access management and incident reporting.
- As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based

Visa Status and Security Clearance

- Candidates must have Baseline Clearance

Contract Details

- Experience level: - APS5 equivalent
- Estimated Start Date: - Monday, 07 September 2026
- Working arrangements: - (Onsite)
- Contract length up to 3 months with up to a maximum of 1 × 3 months potential extensions.

📌 Service Desk Support Analyst (Canberra)
🏢 Acolade Consulting
📍 Canberra