Service Desk Analyst

About the role

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission‑critical network monitoring and operational support environment. Acting as the first point of contact, the role ensures timely incident resolution, service restoration and escalation of technical issues.

Key responsibilities

• Manage incidents and service requests, including logging, categorisation, prioritisation, resolution and customer communication within agreed service levels.
• Monitor ICT infrastructure, network services, applications and operational dashboards to identify service degradation, outages and performance issues.
• Perform incident triage and diagnosis, coordinate escalations to specialist teams and support service restoration and major incident activities.
• Deliver responsive customer support, including troubleshooting assistance, onboarding support, account administration and access management.
• Contribute to continuous improvement through documentation, knowledge management and service improvement initiatives.

Required profile

• Demonstrated troubleshooting and diagnostic skills across ICT environments.
• Strong written and verbal communication skills with the ability to engage effectively with stakeholders and customers.
• Proven ability to manage competing priorities in a fast‑paced operational environment.
• Customer‑focused mindset with a commitment to delivering positive service outcomes.
• Australian citizenship and eligibility for TSPV security clearance.

Required skills

• ITIL‑aligned service management framework.
• Incident management and service request handling.
• Network monitoring and operational dashboard usage.
• Technical escalation coordination.