Service Desk Analyst

About the role

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission‑critical network monitoring environment. Acting as the first point of contact, you will ensure timely incident resolution and service restoration for Defence and national security customers.

Key responsibilities

• Manage incidents and service requests: log, categorise, prioritise, resolve and communicate with customers within agreed service levels.
• Monitor ICT infrastructure, network services, applications and dashboards to detect degradations or outages.
• Perform incident triage, diagnose issues, coordinate escalations to specialist teams and support major incident activities.
• Provide responsive customer support including troubleshooting, onboarding, account administration and access management.
• Contribute to continuous improvement through documentation, knowledge management and service improvement initiatives.

Required profile

• Strong troubleshooting and diagnostic skills across ICT environments.
• Excellent written and verbal communication with ability to engage stakeholders.
• Proven ability to manage competing priorities in a fast‑paced operational setting.
• Customer‑focused mindset with attention to detail and calmness under pressure.
• Australian citizenship and eligibility for a TSPV security clearance.

Required skills

• Experience with incident management and ITIL‑aligned service management frameworks.
• Familiarity with network monitoring, service request handling and escalation processes.

What we offer

• Flexible work options including extra leave days, part‑time, job sharing and compressed hours.
• Wellbeing support such as free Headspace access and dedicated wellness spaces.
• Learning opportunities with over 120,000 on‑demand courses and professional development programs.
• Opportunity to work on nationally significant projects that impact defence capabilities.