1 Senior Closed for Invites Service Desk Analyst
Tender Overview
About this tender
This Tender is invited by the Issuer. Overview The Department of Industry, Science, Energy and Resources is seeking a Senior Service Desk Analyst (APS6 Digital Support Team Lead) to support the day-to-day operation of the Service Desk, helping to ensure timely, consistent and high-quality ICT support services. The Role The role includes: Coordinating workloads and managing escalations Supporting staff with more complex Level 1 and 1.5 enquiries Working closely with Desktop Support, Executive Support and Level 3 resolver teams to help maintain smooth, end-to-end service delivery Supporting team capability and service improvement by providing guidance and mentoring and encouraging strong customer service practices Using service data to understand workload and performance Contributing to knowledge articles and standard operating procedures (SOPs) Encouraging the use of self-service and online channels Supporting the consistent application of security, risk and compliance requirements in everyday work Role Requirements Demonstrated experience leading and developing an ICT service or support team Strong judgement and analytical capability, including the ability to manage complex issues, operational risks and competing priorities Demonstrated accountability for delivering quality outcomes and improving service performance Ability to build productive stakeholder relationships and communicate complex technical or operational information with influence Demonstrated technical knowledge of Microsoft Azure, Microsoft Intune, Azure Virtual Desktop (AVD), end-user computing environments, and hardware and software troubleshooting Experience applying ITIL service management practices and using ServiceNow or a comparable ITSM platform Ability to interpret service data, identify trends and translate findings into practical improvements Demonstrated professionalism, integrity and adherence to the APS Values, Code of Conduct, security requirements and organisational policies Ability to respond constructively to change and support others through changing priorities, technologies and service requirements Enquiries Buyer contact: ICTSourcing@industry.gov.au
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