Sydney, NSW
Initial 6 months contract with 2 x 6 months extension.
Australian Citizen - NV1 Clearance
About the Role
Service Desk Analysts support end users of IT systems and services. They are often the first point of contact and assist users and other support staff in resolving issues reported by users. They routinely provision new IT services and equipment to users and manage faulty and obsolete end-user equipment.
The IT Service Support team provides first‑level and limited second‑level IT support to the Department and associated entities. IT Service Support Officers deliver high‑quality assistance to departmental staff via email, phone, and the service request portal.
Support Officers must demonstrate strong client service and problem‑solving skills, along with solid foundational IT capabilities that can be further developed within our environment.
Key Responsibilities
- Provide effective first‑ and limited second‑level IT support and assistance to the Department and its clients.
- Deliver superior, client‑focused support by logging, responding to, and resolving service requests, information requests, incidents, problems, and change requests using the Service Management tool.
- Record accurate, timely and meaningful data relating to client follow‑ups, requests and communications.
- Adhere to IT Service Desk Key Performance Indicators and roster requirements, ensuring service level standards are met.
- Coordinate with team members and other IT support areas to resolve issues, including escalating complex matters to technical teams or management when required.
- Install and configure software and hardware.
- Assist with the development and maintenance of standard operating processes and procedures.
- Participate in after‑hours support and on‑call service rosters.
- Undertake other tasks as required or directed by the IT Service Desk Team Leaders, Manager or Information Division Executives.
- Identify opportunities to expand personal knowledge and technical skills, and proactively seek expertise from others.
- Ensure that decisions are made based on critical analysis and evidence.
We are looking for an officer with IT Service Desk experience, particularly with Active Directory, Exchange Online, Windows 11, and the Microsoft 365 platform.
Due to the nature of this role, this job is open to Australian Citizens only and have an NV1 security clearance.
How to Apply
Please upload your resume to apply. We will be in touch with further instructions for suitably skilled candidates. Please note that you will be required to complete selection criteria and provide one reference check at the time of submission.
If you would like additional information on this role, please email Zainab- zainab.afzaal@calleo.com.au
Follow Calleo on LinkedIn and visit our website to keep up to date on all our current job vacancies:
www.linkedin.com/company/calleoresourcing
www.calleo.com.au
Calleo is an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.
