Service Desk Analyst

Service Desk Analyst | NV1 Clearance Required | Contract Opportunity | ASAP Start

M&T Resources is working with a Federal Government client, seeking an experienced Service Desk Analyst to join a specialist ICT support team within a secure environment. This is an excellent opportunity for a customer-focused ICT professional who enjoys working directly with end users, resolving technical issues, and contributing to the ongoing success of a business-critical application environment.

About the Role
As a Service Desk Analyst, you will provide first-level technical support and customer assistance across a suite of enterprise applications. You will play a key role in maintaining high service standards, ensuring timely resolution of incidents, and delivering an excellent user experience. Working within a small and collaborative team, you will support users across a variety of business functions while ensuring all requests and incidents are managed efficiently and professionally.

Key Responsibilities

• Provide Level 1 Helpdesk and application support.
• Investigate, troubleshoot and resolve user issues.
• Manage incidents and service requests through to resolution.
• Escalate complex technical issues to appropriate support teams.
• Maintain accurate records, documentation and ticket updates.
• Deliver exceptional customer service and user support.
• Build positive relationships with stakeholders and end users.
• Contribute to knowledge sharing and continuous improvement initiatives.
• Support broader team objectives and operational priorities.

About You
You will be a proactive and customer-focused ICT professional with experience working in Service Desk or Helpdesk environments.
You will demonstrate:

• Excellent written and verbal communication skills.
• Strong stakeholder engagement and customer service capability.
• Ability to work both independently and collaboratively within a team.
• Strong organisational skills and ability to manage competing priorities.
• Excellent documentation and record-keeping skills.
• A flexible approach to working across a variety of tasks.
• Ability to quickly learn new systems, applications and business processes.
• Strong problem-solving and troubleshooting skills.

Essential Experience

• Experience delivering Level 1 Service Desk or Helpdesk support.
• Familiarity with industry-standard service management practices.
• Experience identifying, investigating and resolving user support issues.
• Strong time management and prioritisation skills.
• Experience working within secure or regulated environments.

Desirable Experience

• Strong documentation and knowledge management experience.
• Understanding of the ICT software development lifecycle.
• Experience engaging with a broad range of internal and external stakeholders.
• Experience supporting enterprise applications within Microsoft-based environments.

Mandatory Requirements

• Australian Citizenship.
• Current Negative Vetting 1 (NV1) Security Clearance.
• Ability to work onsite in Canberra, ACT, five days per week.

If you're an NV1-cleared Service Desk professional looking for your next opportunity within a secure government environment, we'd love to hear from you.

Apply now or contact Chloe Caldwell on 02 6279 7170 or email her at chloe.caldwell@mtr.com.au for a confidential discussion.