Your new company

Our client, a key government department in South Australia, is seeking a skilled Service Desk Analyst to join their dynamic ICT Services team. This role is central to supporting sites and corporate staff across the state, ensuring timely and effective resolution of ICT issues.

Your new role

As a Service Desk Analyst, you will be the first point of contact for ICT-related requests and incidents. You’ll apply your technical expertise and communication skills to troubleshoot issues, escalate complex problems, and contribute to the continuous improvement of service delivery operations. This role is part of a broader digital transformation initiative aimed at enhancing ICT infrastructure across the industry.

Key Responsibilities

• Provide first-level ICT support to site and corporate users across South Australia.
• Manage incidents and service requests using ITIL-based processes.
• Troubleshoot and resolve technical issues across diverse ICT environments.
• Escalate complex problems and collaborate with technical teams for resolution.
• Maintain accurate records and documentation of service desk activities.
• Contribute to knowledge management by updating internal and external resources.
• Support continuous improvement initiatives within the service desk team.
• Promote a safe and inclusive work environment in line with departmental policies.

What you'll need to succeed

• Strong interpersonal and communication skills, with the ability to support both technical and non-technical users.
• Experience in enterprise ICT environments, including remote support tools, software deployment, and network utilities.
• Proficiency in Microsoft Windows, Office Suite, LAN/WAN environments, and ITIL practices.
• Ability to work independently and within a team, managing priorities and meeting deadlines.
• Experience with ICT ticketing systems and structured documentation practices.

What you need to do now