Closed
AGD-ICT-RFQ-241 - IT Service Desk Analyst – 4 positions (3 in Canberra and 1 in Sydney)
Tender ID: 475599
Tender Details
Organisation:
Tender #:
17004
Status:
Closed
Publish Date:
5 November 2021
Closing Date:
19 November 2021
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 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. We have four (4) positions available. Three (3)_in Canberra and one (1) in Sydney. Some interstate travel maybe required.
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 project work and other tasks as required or directed.
• The candidate must hold a current NV 1 security clearance.
Location
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