Service Desk Analyst

About the role

Leidos Australia is seeking a Service Desk Analyst to act as a key point of contact for customers seeking support with corporate IT systems. The role helps keep people connected and productive by diagnosing issues, resolving technical problems and delivering a positive support experience. It is an onsite position, five days a week, from either the Moore Street or Wentworth Avenue office in Canberra.

Key responsibilities

• Provide first-line IT support, managing incidents, service requests and access requests through to resolution or escalation.
• Handle day-to-day account administration, including password resets and account unlocks.
• Diagnose and troubleshoot hardware, software, network and telecommunications issues, research solutions and maintain accurate support documentation.
• Keep users informed, work to agreed Service Level Agreements (SLAs) and assist users by phone and in person.

Required profile

• A willingness to learn, take on feedback and build technical capability within a collaborative service desk team.
• Customer-focused approach and clear communication skills.
• Must be an Australian citizen and willing to obtain and hold a Baseline AGSVA security clearance.
• Previous service desk experience and an IT-related degree or certification are advantageous.

Required skills

• Experience with, or exposure to, Microsoft 365, Microsoft Azure, Microsoft Intune and Windows operating systems.
• An understanding of ITIL best-practice principles, or an interest in developing that knowledge.

What we offer

• Flexible arrangements such as Life Days (up to 12 extra days off per year), part-time, job sharing and compressed hours.
• Free access to Headspace and MeQuilibrium, plus wellness spaces.
• Over 120,000 on-demand courses and professional development opportunities.
• Contribution to nationally significant projects and career growth.