Service Desk Analyst

Service Desk Analysts support end users of IT systems and services. They are often the first point of contact and assist users and other support staff in resolving issues reported by users. They routinely provision new IT services and equipment to users and manage faulty and obsolete end-user equipment. Commonwealth Director of Public Prosecutions (CDPP) is seeking a motivated and experienced IT Service Desk Analyst to join a high-performing team which delivers essential frontline ICT support across the agency. As the first point of contact for ICT issues, you will: Provide responsive and high-quality support for a range of service requests and incident resolution activities; Assist internal users with technical issues related to systems, hardware, and software, ensuring reliable access to the tools they need to do their work; Assess and resolve ICT issues independently, applying a logical and methodical approach to problem-solving; and Provide technical support in courtrooms for digital court prosecutions including the set-up, operation, and troubleshooting of courtroom technology, ensuring seamless and reliable digital presentation of evidence and related material during proceedings. This role demands a customer-focused mindset and a strong ability to manage competing priorities under pressure. Your ability to communicate clearly and professionally, both verbally and in writing, will be key to maintaining a high standard of service delivery. The successful candidate will demonstrate an understanding of the Agency’s primary objectives and the critical role that ICT plays in enabling its operations. You will contribute to your team’s culture of continuous improvement, knowledge sharing, and professional excellence, and will take pride in delivering services which support the CDPP’s mission. Key duties and responsibilities In addition to meeting the Integrated Leadership System profile of the APS 5 level, primary outcomes and accountabilities will involve: Apply technical knowledge and practical ICT experience to investigate, diagnose, and resolve incidents and service requests efficiently, ensuring minimal disruption to end users and business operations. This includes providing support for desktop systems, applications, and peripheral devices in alignment with agency standards; Manage and track all service desk activities using ITIL-based principles and practices, ensuring accurate logging, categorisation, and timely resolution of issues; Install, configure, and maintain equipment within the agency’s Standard Operating Environment (SOE), including desktop computers, laptops, printers, and mobile devices; Provide consistent and professional onsite ICT support to staff. This includes face-to-face assistance for complex issues, coordination of equipment setup and maintenance, and support for meetings and events requiring AV or video conferencing technologies; Undertake basic multimedia editing tasks to support the agency’s operations, including preparation of video or audio files for use in digital courtroom settings or internal training materials. This may involve file conversions, basic cutting or editing, and quality assurance; Collaborate effectively within a team environment by supporting colleagues, sharing knowledge, and contributing to a positive and productive workplace culture; Ensure all ICT practices and support activities adhere to relevant Australian Government security requirements, policies, and procedures; Deliver high-quality, customer-focused ICT support to legal and corporate staff, with a particular emphasis on enabling the legal practice to operate efficiently and reliably; and Carry out additional duties and contribute to special projects or initiatives as required. Key attributes required for this position include: Demonstrated technical proficiency across a wide range of IT systems with the ability to apply this knowledge effectively in day-to-day support activities; Ability to communicate clearly and professionally with both technical and non-technical audiences, tailoring messaging to suit different stakeholders; Well-developed investigative and analytical skills to diagnose and resolve ICT issues efficiently; Capability to work collaboratively within a team environment, showing a strong customer service focus and commitment to achieving positive outcomes; Capacity to learn quickly and adapt to new technologies and systems, maintaining flexibility in changing environments; Ability to respond positively to change and uncertainty, demonstrating resilience and a proactive attitude; Display creative thinking with the capacity to develop practical solutions and explore different ways to deliver results; and A proven track record of taking personal responsibility for progressing work, meeting deadlines, and following through on commitments. Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria Weighting 1. Demonstrated technical proficiency across a wide range of IT systems with the ability to apply this knowledge effectively in day-to-day support activities; Weighting: 20% 2. Ability to communicate clearly and professionally with both technical and non-technical audiences, tailoring messaging to suit different stakeholders; Weighting: 20% 3. Well-developed investigative and analytical skills to diagnose and resolve ICT issues efficiently; 15% Weighting: 20% 4. Capability to work collaboratively within a team environment, showing a strong customer service focus and commitment to achieving positive outcomes; Weighting: 20% 5. Display creative thinking with the capacity to develop practical solutions and explore different ways to deliver results Weighting: 10% 6. A proven track record of taking personal responsibility for progressing work, meeting deadlines, and following through on commitments. Weighting: 10% Desirable criteria Weighting 1. Capacity to learn quickly and adapt to new technologies and systems, maintaining flexibility in changing environments; Weighting: 50% 2. Ability to respond positively to change and uncertainty, demonstrating resilience and a proactive attitude; Weighting: 50% Opportunity summary Sellers can submit Up to 2 candidates Number of sellers invited Fewer than 5 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia