Until June 30th ****, with extensions available
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 qualified 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.
Robust 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 environment, we'd love to hear from you.
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📌 Service Desk Analyst (Canberra)
🏢 M&T Resources
📍 Canberra