Service Desk Analyst
Salary: 50.00
We are seeking multiple Service Desk Analysts across several Australian locations for our Federal Government Client. This role focuses on first-contact resolution, logging and triaging incidents, and delivering high-quality remote customer support.
Role & Responsibilities
Receive, classify, and resolve incoming IT incidents and service requests efficiently via phone and remote access tools.
Log, triage, and route escalated tickets to 2nd/3rd-level technical specialist teams using enterprise ITSM toolsets.
Execute routine Identity & Access Support, including Active Directory, Exchange, and Microsoft 365 user administration and password resets.
Apply established procedures and actively contribute to the continuous improvement of internal knowledge bases.
Maintain seamless shift operations while providing exceptional customer-facing support and technical assistance.
Skills & Experience Required
- Technical Toolkit: Strong proficiency with Active Directory, Exchange/M365, Windows workstation environments, basic networking, video conferencing, and IP telephony. Exposure to macOS, Linux/Unix, or mobile OS (iOS/Android) is highly desirable.
Experience: Demonstrated hands-on IT Service Desk or Helpdesk experience, backed by an IT qualification (Certificate, Diploma, or Degree).
Core Capabilities: Exceptional customer service mindset, active listening skills, strong problem-solving abilities, and effective communication skills.
Security Clearance: Due to the nature of this environment, candidates must hold a current NV1 security clearance.
How to Apply
To express your interest in this exceptional opportunity with Aurec, please click "Apply Now" and submit your updated resume (in Word format).
For a confidential discussion or to learn more about our Federal Government project pipeline, please contact the Badre at 02 5109 0933.