(Closed for Invites) Associate Service Desk Analyst

APS 4 Digital Support Analysts deliver customer-focused Level 1 digital support across a range of technologies and services. They work with teams across the Enabling and Business Services Group to triage requests, resolve common issues and escalate more complex matters when required. Digital Support Analysts provide: Level one ICT digital support for all department staff including Portfolio Agencies. Key duties and responsibilities We are looking for an enthusiastic, reliable and customer-focused Digital Support Analyst who has: Experience in an IT service desk or call centre environment, with experience using ServiceNow (or similar is desirable). Strong customer service and communication skills, with the ability to support users by phone, email and face-to-face. The ability to explain simple technical issues and guidance in clear, user-friendly language. A sound understanding of Windows, Microsoft 365, common business applications and standard workplace technology. Proficient troubleshooting skills, including the ability to investigate common hardware, software, account access and connectivity issues. The ability to accurately log, update and manage incidents and service requests in line with agreed processes. Uses reasonable judgement to identify when issues need to be escalated to Level 2 or Level 3 support teams. The ability to work in a fast-paced environment, manage competing priorities and follow through on assigned tasks. A willingness to learn new tools, systems and support processes, including remote support tools. A positive, approachable and professional manner, with a genuine interest in helping people and improving the user experience. 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 1. Customer service support: Level 2 (SFIA) Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken. 2. Incident management: Level 2 (SFIA) Follows agreed procedures to identify, register and categorise incidents. Gathers information to enable incident resolution and allocates incidents as appropriate. Opportunity summary Sellers can submit Up to 2 candidates Number of sellers invited Between 5 and 10 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