Service Desk Analyst, Canberra

Service Desk Analyst Hays, Technology Canberra ACT Help Desk and IT Support (Information and Communication Technology) Full time Negotiable Low application volume Service Desk Analyst is required to deliver frontline ICT support in a Federal Government environment. Your new company: This Federal Government organisation supports Australia's economic and digital agenda, delivering stable, secure, and reliable ICT services to a large and diverse workforce. You'll be joining a fast-paced ICT operations environment focused on service excellence and customer experience. Your new role: As a Service Desk Analyst, you will be the first point of contact for ICT support, providing high-quality customer service and technical assistance across a range of platforms and tools. This is a cross-skilled role that combines strong communication skills with practical troubleshooting, supporting users via phone, email, live chat, ServiceNow, and face-to-face interactions. You will work as part of a rotating on-site roster, supporting core business hours and contributing to efficient incident resolution, service request handling, and knowledge sharing across the team. What you'll need to succeed To be successful in this role, you will bring: Demonstrated experience in a service desk or call centre environment, ideally within a large or enterprise setting Strong customer service and communication skills, with experience supporting users via phone, email, live chat, and face-to-face Practical knowledge of Windows OS, Microsoft 365, and common business applications Experience logging, prioritising, and managing incidents and service requests using ServiceNow or a similar ITSM tool Strong troubleshooting skills across hardware, software, and connectivity issues An understanding of ITIL principles and incident management processes A proactive, customer-focused approach with the ability to manage multiple priorities in a fast-paced environment Australian citizenship and the ability to obtain Baseline security clearance What you'll get in return You'll secure a 6-month Federal Government contract with the possibility of extension, working within a stable and supportive ICT environment. The role offers valuable enterprise experience, structured working hours, and the opportunity to further develop your service desk and customer support skills within a professional public sector setting. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV If this job isn't quite right for you, but you are looking for a new position, please contact me for a confidential discussion about your career.