Service Desk Analyst
Core
Provide first-line IT support to users face-to-face and remotely, resolving incidents and service requests within SLAs.
Role type
Level 1 Service Desk Analyst
Builds
Reliable technology services and high-quality support for NSW Government users
Domain
Public sector / Government ICT
Deliverable
client delivery
Required skills
Windows 11 troubleshooting, hardware/software diagnostics, ticketing systems, incident management, laptop configuration, user access management, IT asset management
Preferred skills
ITIL accreditation, public sector experience, ICT asset management, remote support, technology rollouts
Technologies
Windows 11, ticketing systems, standard operating environment (SOE)
Responsibilities
Diagnose and resolve hardware, software, Windows, and connectivity issues; log and manage incidents and service requests; build and configure laptops per SOE; manage user access per ICT policies; provision and replace ICT equipment; maintain asset records; escalate complex incidents; support technology deployments and testing
Seniority
Contract, hands-on IC