This is an exciting opportunity to make a difference in a small and growing agency working on the front lines of online safety.

Service desk analysts provide a key role in keeping eSafety’s systems running smoothly to ensure operations continue and users can operate at their best. They will develop strong working relationships across the Technology and Engineering teams, business lines and their peers in the ACMA to develop and implement best practice in the eSafety service desk environment.

We are looking for APS 5 Service Desk Analysts and APS 6 Senior Service Desk Analysts.

The key duties of the position include:

· Providing first and second level ICT support to eSafety staff including guidance on IT policies, procedures, and assistance resolving technical issues.

· Communicating in a professional and friendly manner with colleagues, clients and third parties face-to-face, and via telephone, email and other software platforms.

· Recording incidents, service requests, status and resolution information using eSafety’s service management system, escalating incidents and service requests appropriately.

· Following procedures and liaising with procurement staff for purchase of hardware and software.

· Assisting in maintenance of IT equipment, asset management and record keeping.

· Providing support for the issued hardware and Standard Operating Environment (SOE) including software and applications based on Microsoft Windows 10 and Office 365 / Microsoft 365.

· Participating in an on-call roster to provide support and ensure IT Service Desk coverage.

· Create and maintain support materials such as standard operating procedures and knowledge base articles, as well as providing ICT training where it may be required.

· Undertaking other duties as required.

In addition to the above the APS 6 Senior Service Desk Analyst will:

· Act as an escalation point for more complex incidents and problems, including logging, escalating and coordinating with team members, other IT support areas and service providers to resolve and/or provide workarounds.

· Identifying risks and managing mitigations as required.