Service Desk Analyst

Service Desk Analyst NSW Government 6-Month Contract Sydney

Your new company
You will be joining a well-established NSW Government organisation that provides essential services to the community. You will work within a collaborative ICT team focused on delivering reliable technology services and high-quality support to users across the organisation.
Your new roleAs a Service Desk Analyst, you will provide first-line IT support to users both face-to-face and remotely.You will be responsible for resolving incidents and service requests within agreed SLAs, troubleshooting hardware and software issues, and ensuring users have access to appropriately configured laptops, applications and IT equipment.
Key responsibilities will include:

• Providing responsive Level 1 Service Desk support both in person and remotely.
• Diagnosing and resolving hardware, software, Windows and connectivity issues.
• Logging, updating, managing and closing incidents and service requests within the ticketing system.
• Managing tickets in accordance with established SLAs and escalation procedures.
• Building, configuring and testing laptops in line with Standard Operating Environment (SOE) requirements.
• Installing and maintaining standard user equipment, applications and IT tools.
• Supporting Windows 11 and associated end-user technologies.
• Managing user access in accordance with ICT policies and security requirements.
• Provisioning, collecting and replacing laptops and other ICT equipment.
• Maintaining accurate ICT asset and inventory records.
• Supporting remote users with connectivity and access issues.
• Escalating complex incidents to appropriate ICT teams.
• Assisting with technology deployments, rollouts and testing activities.

What you'll need to succeedTo be successful in this role, you will have:

• Previous experience in a Service Desk, Help Desk, Desktop Support, ICT Support or IT Support role.
• Strong knowledge of Windows operating systems, particularly Windows 11.
• Experience troubleshooting end-user hardware and software issues.
• Experience building, configuring or deploying laptops and end-user devices.
• Experience using Service Desk/ticketing systems.
• Good understanding of incident management, service requests and escalation processes.
• Knowledge of SOE environments.
• Strong communication and customer service skills.
• Ability to communicate technical information to non-technical users.
• Ability to manage competing priorities while meeting agreed SLAs.
• Relevant IT qualifications and/or IT service delivery experience.
• ITIL accreditation or willingness to obtain it.
• Previous experience within NSW Government/public sector environments, ICT asset management, user access management, remote support or technology rollouts will be highly regarded.
  

What you'll get in return

• A 6-month contract based in Sydney.
• Opportunity to gain further experience within a NSW Government environment.
• Hands-on exposure to Service Desk operations, Windows 11, SOE and end-user technology.
• Collaborative and customer-focused ICT environment.
• Opportunity to develop your technical support and IT service delivery experience.

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, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.