An exciting opportunity exists for a motivated and customer-focused ICT Service Desk Analyst to join a supportive and values-driven ICT Services team.This role is ideal for someone looking to begin or grow a career in ICT while contributing to the delivery of high-quality support services in a professional environment.
You will receive coaching, training and ongoing support to help you succeed in the role.About the role:As an APS3 ICT Service Desk Analyst, you will provide frontline ICT support to staff and partners through a range of communication channels.
Working within established procedures and documented taskcards, you will assist with resolving incidents and service requests, while delivering timely and effective customer service.This is an entry-level ICT role that requires robust communication skills, attention to detail, and a willingness to learn.Key responsibilities:Providing advice and assistance on ICT matters using knowledge bases and other resourcesSupporting stakeholders virtually and onsite, including users with varying levels of ICT knowledgeContributing to ICT information resources, including FAQs, policy updates and technical contentAssisting with the identification, classification and prioritisation of incidents and requestsSupporting the diagnosis and resolution of ICT issues, and escalating where requiredUsing ITSM ticketing systems to log, update,



track and close requestsCollaborating with stakeholders to ensure timely and effective resolution of issuesYou will bring:Robust customer service and communication skillsAn interest in ICT and supporting end usersThe ability to work within procedures and defined parametersGood problem-solving skills and attention to detailA collaborative approach and a positive attitude toward learningThis is a great opportunity to develop your ICT career in a team that values people, collaboration and continuous improvement.
You will be supported to build your technical knowledge while contributing to meaningful outcomes.Applicants current to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.
In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process.
If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
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📌 Aps3 Service Support Consultant (Canberra)
🏢 Dfp Recruitment
📍 Canberra