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 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 explicit, 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 setting (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 (Australia)
🏢 Recognized
📍 Australia