Service Desk Analyst
PentenAmio · Canberra
Job description
About the role
The Service Desk Analyst provides consistent, high‑quality front‑line technical support for clients and end‑users. Working under general supervision, the analyst responds to service requests and incidents, performs routine business‑as‑usual IT service management activities, and escalates non‑routine issues according to documented processes.
Key responsibilities
- Respond to service requests and incidents using standard diagnostic tools and ITSM platforms.
- Ensure accurate ticket handling, maintain courteous customer interactions, and follow escalation procedures for complex issues.
- Perform routine ITSM activities and contribute to a reliable support experience across multiple clients.
Required profile
- Demonstrated work experience in a similar service desk role.
- Australian citizenship and a current NV2 security clearance.
- Availability to work 12‑hour rotating shifts (7:00 am–7:00 pm Canberra Time) including weekends and public holidays.
Required skills
- Proficiency with IT Service Management (ITSM) platforms.
- Ability to use standard diagnostic tools for troubleshooting.
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Published 1 hour ago
Expires 1 month from now
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PentenAmio
Canberra
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