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Service Desk Analyst

Leidos - Canberra, ACT

Source: uWorkin


Full Job Description
Company Description


Due to our ongoing success, the Leidos family is growing rapidly across Melbourne and Canberra. This year is set to be an amazing year of growth and we need your skills to help us continue to meet our stretch growth targets.

We are a large-scale systems integration company, committed to delivering trusted solutions that help to safeguard Australia. With over 20 years’ local experience and the backing of a 39,000 global network, we currently number 1,450 locally, the majority of which are based in Canberra and Melbourne. We are growing fast and building a business that is focused and fit for the future.

Job Description

Your New Role

Reporting into the Service Delivery Manager for a project in the Cyber space, this role's primary focus is to maintain the smooth operation of multi-user computer systems, including coordination with network administrators. We have an opportunity for a Service Desk Analyst with a range of experience, including:

Providing Level 1 hardware, software, telephony and peripheral products support to end users
Facilitating the efficient and productive use of equipment and systems
Using the computerised call tracking system to monitor and act on service calls referred to provide documented solutions to hardware and software support calls
Contributing to the development of procedural and instructional documentation for reference by end users to improve their understanding of the operational protocols in use
Experience troubleshooting complex customer issues and escalating to second level teams for both Leidos and the commonwealth where necessary
Maintaining IT documentation including network and user details and documenting records of actions taken
Availability to work various shifts (7AM to 7PM), including OT as required
Ability to create, update and maintain technical documentation.

Please note the successful applicant must be an Australian citizen hold a current NV-1 or NV-2 level Australian Government Security Clearance.


About You and What You'll Bring

A can-do approach to your work, ideally you will have experience in:

ITIL - Change, Incident and Problem Management
Experience using a service management tool such as Service Now or HB Service Manager
Experience providing support in a level 1 and 2 support service desk role
Customer service
Windows admin, including Active Directory
Experience with Tanium, AWS, Exchange
Defining problems, collecting data, establishing facts, drawing valid conclusions and preparing appropriate reports
Detecting, isolating and resolving automated information system problems
Providing support onsite across different locations within Canberra.

Additional Information

What You'll Love

At Leidos we look after our staff. Flexible working practices, great team building initiatives, consistent learning and development opportunities, employee discounts and excellent exposure to a variety of technologies and projects are just some of the perks. We are growing and evolving, so it’s an exciting place to be.

Our diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.