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Company: Department of Parliamentary Services

Job Title:ICT Service Desk Analyst

Employment Type:Ongoing

Closing Date: 11:30pm AEST, 20 October 2026

The Opportunity

The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4ICT Service Desk Analystwithin 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 strong 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 fast-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.

Job Specific Requirements:

- 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.

Duty Statement

Classification:Parliamentary Service Level 4

Branch: Digital Customer Services Branch

Section:



ICT Service Operations

Immediate supervisor: Service Desk Manager

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

1. providing timely, accurate and professional first-level ICT support, including resolving incidents, fulfilling service requests and giving clear user guidance

2. diagnosing and supporting a broad range of ICT services and devices, including laptops, desktops, printers, tablets, smartphones, software, collaboration tools and related systems

3. recording complete and accurate details of client contacts, troubleshooting undertaken, outcomes and agreed next steps, and escalating matters with the information required for efficient resolution

4. assessing priority and impact, managing assigned incidents and requests through to closure, and meeting agreed service levels in the IT service management system

5. creating, reviewing and maintaining clear, accurate and accessible knowledge articles, procedures and other Service Desk documentation

6. working collaboratively with colleagues and specialist support teams, sharing information and contributing to service improvement activities

7. performing rostered telephone support, VIP support, queue management, walk-in support and after-hours on-call duties as required.

Selection Criteria

1. Demonstrated experience providing first-level ICT support in a service desk or comparable setting, with sound knowledge of enterprise technologies such as Windows, macOS, Microsoft

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