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 solid customer service experience, good 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)
🏢 Important Group
📍 Canberra
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