AGD-ICT-RFQ-231 - IT Service Desk Analyst (up to 4 positions)

⁠⁠⁠Brief Role 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 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 judgement and initiative. Our desired candidate must have a “can-do” attitude, a willingness to learn new skills and have the ability to think outside the box.

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. The role is based in Canberra and may require interstate travel.

Duties and responsibilities:
• Working as a member of a cohesive 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.
• Perform the installation and configuration of desktop hardware and other devices.
• Utilise and contribute to the support material such as standard operating procedures and knowledge base.
• Assist in the development and maintenance of material for the operation of the section.
• Undertake other tasks as required or directed.
• The candidate must hold a current NV 1 security clearance.