APS4 Service Desk Analyst

The Service Desk Analyst is part of Treasury’s IT Service Desk team. The team is responsible for the delivery of level 1 and level 2 ICT support services and end user hardware support to Treasury employees.

The role is directly supported by an APS5 Senior Service Desk Team Lead and APS6 Service Desk Team Lead, together the team works in collaboration to deliver high level ICT services for the Department.

On a daily basis the Service Desk Analyst will interact with stakeholders through phone requests, walk-ups and Treasury’s ticketing system and is responsible for the effective delivery of IT solutions to users. They will be at the forefront of a high-achieving Service Delivery team.

A core function of the role includes creating Knowledge Articles and Standard Operating Procedures for the Service Desk knowledge base. These articles will be created and maintained using knowledge gained through troubleshooting and advice from 3rd-level teams. All documentation s...