Service Desk Analyst

Powered Recruitment PtyAustralian Capital Territory🇦🇺AustraliaPosted 17 Sept 2026

Why This Role Stands Out

This hybrid Service Desk Analyst role offers a fantastic opportunity to grow your IT support expertise within a reputable federal government entity, contributing to critical operations. You'll thrive here if you enjoy problem-solving, clear communication, and collaborating with a supportive team to ensure seamless technological experiences for users. Apply today to advance your career in a dynamic environment!

Quick Overview

Seniority

Mid Senior

Employment type

Full Time

Work mode

Hybrid

Location

Australian Capital Territory, Australia

Job Description

Job Description: Our Client, a top tier and highly confidential Federal Government entity is seeking a IT Service Desk Analyst to investigate and resolve IT incidents, action requests received through the Service Catalogue and provide advice about services provided.
The ideal Service Desk Analyst will:

Handle incoming enquiries and fault reports from customers received through a variety of channels including email, chat and through the service catalogue application.
Document in detail the reported issue, and through communication with the customer, establish the severity and urgency of resolving the fault. Identify steps to resolve the issue or provide a suitable work-around to the customer while further investigation occurs.
Consult external support staff to assist with troubleshooting faults and promptly allocate unresolved issues to the responsible support team. Provide regular updates to the customer by monitoring the progress of the fault resolution.
Provide input into the development and improvement of knowledge articles and Standard Operating Procedures.
Conduct all work in accordance with agency policy and formal agreements between customers and the Service Desk.