Service Desk Analyst (PROJ-4508)

Key duties and 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 participates in team work 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 on the achievement of desired outcomes.
• Incident triage and response.
• Communicate service and degradation issues to customers applying a range of customer service skills.
• Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative course of action.

Essential criteria

• Customer service support: Level 3 (SFIA) - Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

• Incident management: Level 4 (SFIA) - Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.

• Quality assurance: Level 3 (SFIA) - Contributes to the collection of evidence and the conduct of formal audits or reviews of activities. Examines records for evidence that appropriate testing and other quality control activities have taken place. Determines compliance with organisational directives, standards and procedures and identifies non-compliances, non-conformances and abnormal occurrences.