Job Description
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Until June 30th ****, with extensions available
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Service Desk Analyst | NV1 Clearance Required | Contract Prospect | 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.
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About the Role
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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.
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Key Responsibilities
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Provide Level 1 Helpdesk and application support.
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Investigate, troubleshoot and resolve user issues.
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Manage incidents and service requests through to resolution.
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Escalate complex technical issues to appropriate support teams.
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Maintain accurate records, documentation and ticket updates.
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Deliver exceptional customer service and user support.
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Build positive relationships with stakeholders and end users.
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Contribute to knowledge sharing and continuous improvement initiatives.
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Support broader team objectives and operational priorities.
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About You
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You will be a proactive and customer-focused ICT professional with experience working in Service Desk or Helpdesk environments.
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You will demonstrate:
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Excellent written and verbal communication skills.
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Strong stakeholder engagement and customer service capability.
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Ability to work both independently and collaboratively within a team.
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Strong organisational skills and ability to manage competing priorities.
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Excellent documentation and record-keeping skills.
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A flexible approach to working across a variety of tasks.
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Ability to quickly learn recent systems, applications and business processes.
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Strong problem-solving and troubleshooting skills.
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Experience delivering Level 1 Service Desk or Helpdesk support.
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Familiarity with industry-standard service management practices.
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Experience identifying, investigating and resolving user support issues.
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Strong time management and prioritisation skills.
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Experience working within secure or regulated environments.
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Strong documentation and knowledge management experience.
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Understanding of the ICT software development lifecycle.
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Experience engaging with a broad range of internal and external stakeholders.
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Experience supporting enterprise applications within Microsoft-based environments.
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Mandatory Requirements
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Current Negative Vetting 1 (NV1) Security Clearance.
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Ability to work onsite in Canberra, ACT, five days per week.
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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