1 Senior Closed for Invites Service Desk Analyst

⁠⁠⁠Overview

The Department of Industry, Science, Energy and Resources is seeking a Senior Service Desk Analyst (APS6 Digital Support Team Lead) to support the day-to-day operation of the Service Desk, helping to ensure timely, consistent and high-quality ICT support services.

The Role

The role includes:

• Coordinating workloads and managing escalations
• Supporting staff with more complex Level 1 and 1.5 enquiries
• Working closely with Desktop Support, Executive Support and Level 3 resolver teams to help maintain smooth, end-to-end service delivery
• Supporting team capability and service improvement by providing guidance and mentoring and encouraging strong customer service practices
• Using service data to understand workload and performance
• Contributing to knowledge articles and standard operating procedures (SOPs)
• Encouraging the use of self-service and online channels
• Supporting the consistent application of security, risk and compliance requirements in everyday work

Role Requirements

• Demonstrated experience leading and developing an ICT service or support team
• Strong judgement and analytical capability, including the ability to manage complex issues, operational risks and competing priorities
• Demonstrated accountability for delivering quality outcomes and improving service performance
• Ability to build productive stakeholder relationships and communicate complex technical or operational information with influence
• Demonstrated technical knowledge of Microsoft Azure, Microsoft Intune, Azure Virtual Desktop (AVD), end-user computing environments, and hardware and software troubleshooting
• Experience applying ITIL service management practices and using ServiceNow or a comparable ITSM platform
• Ability to interpret service data, identify trends and translate findings into practical improvements
• Demonstrated professionalism, integrity and adherence to the APS Values, Code of Conduct, security requirements and organisational policies
• Ability to respond constructively to change and support others through changing priorities, technologies and service requirements

Enquiries

Buyer contact: ICTSourcing@industry.gov.au