Service Desk Analyst

Department of Training and Workforce Development

Osborne Park, Perth WA (Hybrid)

Help Desk and IT Support (Information and Communication Technology)

Government - State (Government and Defence)

Contract/Temp, Casual/Vacation, Full time, Part time

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We are seeking to create a pool of suitable applicants for the position of Service Desk Analyst.

Appointments may be made on a full-time, part-time, casual, permanent or fixed-term basis with possible further term and/or permanency.

The Department

At the Department of Training and Workforce Development we support Western Australia’s training system to develop the skills and capabilities needed to transform lives while creating strong and vibrant businesses, communities, and the economy.

We’re an equal opportunity employer and encourage people with diverse backgrounds and lived experiences to join us, including Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disability, youth, women and people of diverse sexualities and genders.

Role Overview/Key Duties

The Service Desk Analyst is the first point of contact for all ICT-related enquiries, delivering professional, courteous, and customer-focused support to internal and external stakeholders. The role involves logging, triaging, and resolving service requests using modern IT service management platforms, achieving high levels of first-contact resolution, ensuring accurate escalation procedures, and contributing to continuous service improvement by identifying recurring issues and supporting process enhancements within a dynamic digital environment.

Ideal Candidate Profile

To succeed in this role, you will have experience in IT service desk operations or a similar customer support environment, with strong technical troubleshooting and customer service skills. You will need excellent communication abilities to explain technical concepts clearly, confidence using ITSM tools such as Microsoft Service Manager, and familiarity with incident, request, and escalation workflows. The role requires a focus on delivering timely, accurate solutions, combined with problem-solving skills, attention to detail, and adaptability in a fast-paced environment.

Diversity and Inclusion Statement

As a measure to achieve equality under sections 51, 66R and 66ZP of the Equal Opportunity Act 1984, Aboriginal and Torres Strait Islander people, young people (24 years of age and under) and people with disability who meet the requirements of the position may be prioritised for appointment.

Employee Benefits

You will have access to a range of benefits which may include:

Flexible work arrangements including flexitime and working remotely;

Flexible leave arrangements, including study leave;

A comprehensive health and wellbeing program including Employee Assistance Program and Mental Health Contact Officers;

Career and professional development programs and opportunities; and

Salary packaging options.

Want to know more?

For full details of the role, eligibility requirements and what we are looking for, read the attached job description and application package.

If you have any questions about the position, please contact Chris Wong, ICT

If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, including alternate methods of communication,

Applicants are required to apply online and need to submit an application consisting of:

a resume not exceeding three pages, providing sufficient information to enable an assessment of your skills and experience relevant to this role, and

a brief cover letter not exceeding two pages, relating your skills and experience to the selection criteria as outlined in the attached Job Description Form.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

Contact Human Resources via dtwdhr@dtwd.wa.gov.au or via 0865515071 Customer Support Manager on 0865515002 or email Chris.Wong@dtwd.wa.gov.au