21CPU289 - ICT Service Desk Analyst (Canberra)

⁠⁠⁠Comcare is seeking an ICT Service Desk Analyst with experience in the Federal Government sphere and a proven track record in the effective management of ICT Service Desk requests. The Service Desk Analyst will provide responsible, reliable, and respectful service desk support to users of Comcare’s ICT systems within the service level agreement timeframes and as directed. This role is the first point of contact for all ICT enquiries. The Service Desk Analyst will maintain and promote a strong client focused technology service culture to support Comcare’s business operations.

Role Responsibilities:

1. Be the first point of contact for Comcare workers regarding any IT incidents, requests and enquiries by providing assistance and support as needed via phone, email and in person.
2. Assist with ICT incident management and request fulfilment.
3. Manage and resolve incidents and complete service requests within established timeframes in accordance with Service Level Agreements.
4. Monitor the Service Request and Incident queues via Comcare’s service management tool.
5. Escalate Service Request and Incidents to higher tier support teams at directed thresholds.
6. Develop documentation for the knowledge base covering problem resolution, system support and client education.
7. Identify proactive improvement opportunities.
8. Maintain ICT assets and associated records for desktops, laptops, printers, mobile devices and other peripheral equipment.
9. Deliver consistently high customer service while striving for a high level of first contact resolution.
10. Ensure customers are kept up to date on the status of reported incidents and service requests and ensure all activities are recorded in the service management tool.
11. Actively develop and maintain working relationships with all system users, other ICT support areas and service providers.
12. Other duties as directed.

To be successful in this role you will possess the following skills:

• Demonstrated IT analysis, problem solving and resolution skills.
• A demonstrated ability to manage competing priorities.
• Ability to quickly acquire new skills and put them into practice.
• Personal drive, self-motivation and teamwork skills.
• Excellent customer service skills.

Specific Conditions:

• Ability to work flexible hours to support Comcare across Australia.
• After-hours work may be required
• Some domestic travel maybe required, including overnight absences.