The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4 ICT Service Desk Analyst within Digital Customer Services Branch.

The ICT Service Desk is the first point of contact for ICT support for parliamentarians and staff in Australian Parliament House and electorate offices, and the Parliamentary Departments.

ICT Service Desk Analysts deliver responsive, professional and client-focused support by diagnosing, documenting and resolving incidents and service requests, or escalating them to the appropriate support team.

The role operates primarily in a telephone-based service desk environment, with requests also received through self-service, email and walk-in channels.

Analysts support a diverse client base, including high-profile clients, and work collaboratively with ICT and departmental teams to progress issues and restore services.

They monitor and manage work queues in the IT service management system and contribute to accurate, useful and current knowledge articles and support documentation.

Who we are looking for:

We're looking for an enthusiastic ICT Service Desk Analyst who enjoys solving technical issues and delivering great customer service. You'll be the first point of contact for users, providing timely support, troubleshooting a range of ICT issues, and helping people get the most from technology.

You will be:

- Customer-focused, responsive and professional.




- A solid problem solver with a logical approach to troubleshooting.
- A confident communicator who can explain technical concepts in plain language.
- Comfortable working across a range of technologies and support requests.
- A collaborative team member who thrives in a rapid-paced service environment.

If you're passionate about technology, enjoy helping people, and take pride in delivering outstanding ICT support, we'd love to hear from you.

Please click the "apply now" button to go to the DPS Careers Webpage where you can find more information about the position and relevant duty statement.

- The position requires participation in rostered on-site shifts between 7.30 am and 8.00 pm, as well as after-hours on-call support.
- The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

📌 ICT Service Desk Analyst (Australia)
🏢 Department of Parliamentary Services
📍 Australia