Service Desk Analyst
vor 7 Stunden
Due to the nature of clients we work with here at Kinexus and the projects these roles will be based on, an Australian Government Top Secret Positive Vetting (TSPV) clearance is essential. These opportunities do not have the ability to obtain sponsorship for a security clearance (including applicants who currently hold a security clearance seeking to upgrade).
ABOUT THIS ROLE Our large federal government client requires an APS 5 equivalent Service Desk Analyst to provide incident response, data transfer capability, and level one ICT support to the organisation and relevant stakeholders.
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.
Estimated start date: Thursday, 30 April 2025Initial contract duration: 12 monthsExtension term: 12 monthsNumber of extensions: 1Location of work: ACT
KEY RESPONSIBILITIES Accountable to respond to support requests by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support.Understand and apply knowledge of the general features and capabilities of the Australian Signals Directorate and current industry-accepted hardware and software products.Research and explain vendor products and organisational policies to stakeholders.Build and sustain effective working relationships with team members and actively participate in teamwork and group activities.Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations.Resolve problems using expertise in analysis, diagnosis, and evaluation, taking the initiative to identify alternative courses of action.Design solutions to issues impacting the achievement of desired outcomes.Communicate service and degradation issues to customers applying a range of customer service skills.SKILLS & EXPERIENCE NEEDED Australian Citizenship and a TSPV security clearance is essential.Resolve problems using expertise in analysis, diagnosis, and evaluation, taking the initiative to identify alternative courses of action.Customer Service Support - Handles support requests, diagnoses issues, escalates when needed, and helps develop standards and documentation.Incident Management - Prioritizes and resolves incidents, escalates as needed, and improves incident procedures.Quality Assurance - Assists with audits, ensures compliance, and identifies non-compliance or issues.Why Kinexus? Kinexus has been supplying TSPV contractors to government panels since 2004 and has a strong relationship with them.
We are one of just 9 suppliers Australia-wide.Our experience in managing contractors in defence/national security industries means we understand the requirements from the Commonwealth, insurances, and clearances.DISP accredited; we can hold clearances and manage renewals.Dedicated account manager who is your dedicated POC and offers continuous contractor care.Rate negotiation guidance in line with the SFIA framework.Dedicated payroll assistant who facilitates your taxes and super.We proactively chase timesheet approvers to ensure you get paid on-time and error-free.Regular visits to Canberra for coffee, lunches, and quarterly drinks events.We can facilitate novated car leases, LAFHA, or salary sacrifice.We'll keep you up to date with the most appropriate, interesting opportunities in your field.Community matters.
Kinexus supports women in Defence through our female mentoring program and rewards referrers through our Referral Rewards scheme.All applications should include your resume as a word document.
For more information, visit our website, www.kinexus.com.au or contact Cindace Prasadat at . #LI-CP
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