SERVICE DESK ANALYST

SERVICE DESK ANALYST

• Salary: $ 88,625 + 12% Employer Superannuation + Bonus (performance).
• Full-Time Position (40 hours per week) 

About the Role

The Service Desk Analyst (SDA) is the face of the Diplomatic Technology (DT) office and is responsible for front-line response to both internal and external customer queries, both in person at the service desk and through remote channels such as telephone, email, chat, and self-service request forms.  As part of the DT systems support team, provide Tier 1 operational support to the customer, perform ticket triage, troubleshoot Tier 1 technical and multimedia issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives. Perform limited systems administrator functions such as network and enterprise application account creation and management.  Collaborate with cross-functional teams to address complex technical issues. Assist in network security measures and provides user education on information security best practices.  Issue and manage loanable property, including laptops, radios, and tablets, and provide ad-hoc training to users. Participate in DT initiatives as assigned.

Skills and Experience

• 6 months experience in IT operations or providing Tier 0/1 IT support is required.

• Bachelor’s degree in Computer Science, Information Systems, Electronics Engineering, Library and Information Sciences, or Audio/Visual Communications and Technology is required.

• Good working knowledge of English, speaking, reading and writing is required.

Equal Employment Opportunity (EEO)

The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, colour, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Benefits

The U.S. Mission offers a range of benefits, opportunities and conditions that you will be able to access while working for the U.S. Mission for more information click on the link below.

Benefits and Compensation for Locally Employed Staff

How to Apply

To apply for this role, we strongly recommend that you click here to submit your application. For further assistance in applying for roles with the U.S. Mission, download the Job Applicant User Guide (PDF)

When submitting your application, please ensure you submit your resume or CV. Please make sure you clearly answer the education and your work experience against the specific requirements of the role.

APPLICATIONS CLOSE: 21 January, 2025

If you have any questions or concerns about the application process, please email:  MELBHR@state.gov

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