Service Desk Analyst
Core
Provide Level 1 and Level 2 ICT support within a mission-critical network monitoring and operational support environment, acting as the first point of contact for users to ensure timely incident resolution and service restoration.
Role type
Service Desk Analyst (Level 1/2)
Builds
Secure, resilient, and innovative technology services enabling Defence enterprise and warfighting capabilities.
Domain
Defence, National Security, ICT Operations
Deliverable
Dashboards & analysis
Required skills
ICT troubleshooting and diagnostics, incident triage and diagnosis, customer engagement, ITIL-aligned service management, operational documentation, knowledge management
Preferred skills
Managing competing priorities in fast-paced environments, attention to detail, remaining calm under pressure
Technologies
Network monitoring tools, operational dashboards, ITIL frameworks
Responsibilities
Manage incidents and service requests (logging, categorisation, prioritisation, resolution), monitor ICT infrastructure and dashboards for service degradation, perform incident triage and coordinate escalations, deliver responsive customer support and access management, contribute to continuous improvement and compliance activities
Seniority
Individual Contributor
