Service Desk Analyst

• 6 Months Contract with Further periods up to 12 Months
  
• Australian Capital Territory
  
• Must be able to obtain Negative Vetting Level 1
  

About the Role:

SoftLabs is seeking Service Desk Analyst for ICT Labour hire at their digital technology consulting based in

Responsibilities:

Service Desk Analyst is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in IT systems and infrastructure and operational support across a geographically dispersed

The role will be responsible for, but not limited to:

• Assist staff via phone, email, remote and onsite support with faults, issues, incidents, and service requests within an ITIL Record accurate, timely and meaningful data in relation to client follow-ups, requests, and
  
• Undertake and administer support for staff, Canberra City ACT and other locations as required across the country by providing consistent, professional, and timely support and guidance to staff on program and IT
  
• Provide on-call support after hours on a rostered
  
• Determine software and hardware requirements to provide solutions to Install and configure software and hardware, and repair and replace peripheral
  
• Ensure all service support knowledgebase and artefacts, and policies and procedures are always followed to ensure consistency and compliance of
  
• Assist in the development and updating of knowledgebase articles, and standard operating processes and
  
• Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as
  
• Conduct administration, scrip, and access management tasks where Assist with the planning and delivery of additional support activities aimed at service delivery
  
• Conduct investigations for troubleshooting, research, and analysis to obtain evidence-based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project
  
• Develop and maintain key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and Represent the agency at meetings, conferences, and
  
• Provide accurate specialist advice, guidance and reporting on team functional
  
• Make and communicate decisions using good judgement, expertise, and knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and
  
• Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountability and
  
• Perform additional duties or assume responsibility of functions as directed from time to
  
  

Essential Criteria:

• Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk
  
• Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed
  
• Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives while contributing to change and business improvement
  
• Demonstrated personal integrity whilst achieving results within legislative and policy
  
  

Desirable Criteria:

• Knowledge and experience in the use of Microsoft Windows, Microsoft
  
• Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly
  
• Ability to understand Australian electoral law and
  

Application Deadline: Monday, 13 February 2023

Expected Start Date: Friday, 31 March 2023

Job Types: Contract

Rate: As per Australian Market Standards

If you are interested in this position, please click Apply with your resume in WORD and send your details for If you wish to have a confidential discussion, call us onor0for more