Associate Service Desk Analyst

• Classification: APS Level 4
• Salary: $76,714 - $84,996
• Location: Adelaide, SA,Canberra

Job Number: EXT-APSL-2025-567
Classification: APS Level 4
Salary Range: $76,714 - $84,996 +15.4% Superannuation
Job Type: Ongoing, Non-ongoing
Employment Type: Full-time
Group/Division/Branch/Section: Technology and Digital Programs / Infrastructure and Operations / Service Operations and Management / Service Desk
Locations: Adelaide, SA / Canberra, ACT

Job Description

About the job
Services Australia (the agency) is at the frontline of government service delivery, supporting millions of Australians.

We are TDP | Secure and simple digital government services that Australian's trust.

Technology and Digital Programs (TDP) makes it simple for Australians to interact digitally with government with some of the largest and most complex ICT environments in Australia.

Our solutions are scalable, adaptable and position the Group as an industry leader. We operate cutting edge technology solutions critical to Australians citizens across major life events.

Working in TDP, the opportunities are great and varied, you can grow your capabilities and develop a well-rounded career in ICT and Digital solution delivery.

Be part of a dynamic, supportive and collaborative work environment.

What we do
The Infrastructure and Operations Division within the TDP maintains national critical infrastructure for Services Australia and across government. We deliver a robust, secure, and resilient ICT environment so Australian citizens can access government services 24x7.

The Service Operations and Management Branch sits within the Infrastructure and Operations Division and is the process owner for processes, as defined under the Information Technology Infrastructure Library (ITIL).

About the role
The Service Desk supports Services Australia, it’s staff, shared services clients and Australia’s citizens, by providing first level IT Support towards their evolving and innovative ICT solutions that contribute and enable the priorities of the Agency.

The Service Desk provides a single consolidated first point of contact for all ICT Support and enquiries, providing level 1 support specialising in Desktop Hardware and Software, Telephony and MS Office Applications.

Associate Service Desk Analysts provides first level support for ICT Infrastructure solutions. Associate Service Desk Analysts supports end-users through incident management and service request processes by accurately recording, updating and closing incident records, and capturing the resolution and knowledge in IT Service Management applications as per Service Level Agreements.

The Associate Service Desk Analyst works under the general direction and support of a Service Desk Analyst. They exercise a degree of independent judgement and make decisions within defined parameters that require reliance on skills and knowledge.

This role will suit a highly motivated, service orientated analysts that possess a high level of common sense, professionalism, and discretion.

Work Environment

Staff will be required to work in a rotating shift environment – 7am to 5pm.

For further information about these positions and eligibility requirements, please refer to the Job Pack attached below.

EXT-APSL-2025-567 - Job Pack Opens in new window