Service Desk Analyst

Hays, Technology

Canberra ACT

Help Desk and IT Support (Information and Communication Technology)

Full time

Negotiable

Low application volume

Service Desk Analyst is required to deliver frontline ICT support in a Federal Government environment.

Your new company: This Federal Government organisation supports Australia's economic and digital agenda, delivering stable, secure, and reliable ICT services to a large and diverse workforce. You'll be joining a fast-paced ICT operations environment focused on service excellence and customer experience.

Your new role: As a Service Desk Analyst, you will be the first point of contact for ICT support, providing high-quality customer service and technical assistance across a range of platforms and tools. This is a cross-skilled role that combines strong communication skills with practical troubleshooting, supporting users via phone, email, live chat, ServiceNow, and face-to-face interactions.

You will work as part of a rotating on-site roster, supporting core business hours and contributing to efficient incident resolution, service request handling, and knowledge sharing across the team.

What you'll need to succeed

To be successful in this role, you will bring: Demonstrated experience in a service desk or call centre environment, ideally within a large or enterprise setting

Strong customer service and communication skills, with experience supporting users via phone, email, live chat, and face-to-face

Practical knowledge of Windows OS, Microsoft 365, and common business applications

Experience logging, prioritising, and managing incidents and service requests using ServiceNow or a similar ITSM tool

Strong troubleshooting skills across hardware, software, and connectivity issues

An understanding of ITIL principles and incident management processes

A proactive, customer-focused approach with the ability to manage multiple priorities in a fast-paced environment

Australian citizenship and the ability to obtain Baseline security clearance

What you'll get in return

You'll secure a 6-month Federal Government contract with the possibility of extension, working within a stable and supportive ICT environment. The role offers valuable enterprise experience, structured working hours, and the opportunity to further develop your service desk and customer support skills within a professional public sector setting.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV

If this job isn't quite right for you, but you are looking for a new position, please contact me for a confidential discussion about your career.

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

call me now on 0261127695 or email Aanchal.Dwivedi@hays.com.au