IT Service Desk Analyst
Tender ID: 453177
Tender Details
Tender Description
The Service Desk Analyst provides first and limited second level IT support to the Attorney-General’s Department and the Australian Government Solicitor. The role is the first point of contact for all IT systems, via phone, email, onsite-support, including video conferencing and training and as directed. The role is based in Canberra and may require interstate travel.
The successful applicant will work as part of a local and geographically disperse team and shares a reporting line. The candidate must possess strong client service and technical skills, and applies sound initiative. Must have a proven understanding of ITIL and IT Service Desk & Onsite best practice. The hours of operation are 37.5 per week with some out of hours and weekend requirements as directed.
Duties and responsibilities:
• Working as a member of a team, providing effective first and limited second level IT support and assistance to AGD and AGS clients
• Liaise with clients and other areas on technical support issues, problem resolution and assistance, through to resolution.
• Contribute to problem rectification and fault reporting including logging, escalation and coordination with team members and other IT support areas using an ITSM tool.
• Install and configuration software and hardware
• Assist in the development and maintenance of standard operating processes and procedures
• Log, manage and process Incidents and emails in job queues through an ITSM database.
Location
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