About the role

We're seeking an experienced Service Desk Analyst to join a busy consumer support team. Reporting to the Complex Service Manager, you'll handle escalated enquiries, research complex cases and apply the relevant policy and legislation to reach sound, well-supported decisions. This role suits someone with strong customer service experience, positive judgement and the confidence to manage sensitive and complex matters.

Key responsibilities

- Manage complex enquiries and complaints escalated from Level 1 and Level 2 support teams

- Research cases and provide clear, accurate responses by phone and in writing

- Review requests and recommendations relating to access to existing data

- Apply legislation, policies and standard operating procedures to support decision-making

- Coordinate time-sensitive work, monitor team activity and contribute to reporting

- Develop and maintain knowledge articles, procedures and training materials

- Support colleagues through coaching, guidance and quality assurance

- Contribute to service improvements, audits and risk management activities

- Build strong working relationships with internal teams and external stakeholders





About you

- Experience in a complex business service delivery environment

- A proven ability to research issues and align decisions with legislation, procedures or published processes

- Experience managing complex customer enquiries by phone and in writing

- Strong communication, analytical and stakeholder engagement skills

- The ability to work independently, manage competing priorities and exercise sound judgement

- An understanding of IT service desk operations

- Customer support experience in a clinical or digital health setting (desirable)

- Experience supporting healthcare provider organisations and software vendors (desirable)

- Training or coaching staff in a customer service environment (desirable)

- Knowledge of customer service design or user experience methods (desirable)

- ITIL certification, or knowledge of incident, problem, release and change management (desirable)

- Australian citizen, pass a police check, and be able to obtain and maintain a Baseline security clearance

📌 Service Desk Analyst – Federal Government (Canberra)
🏢 Leading
📍 Canberra