ICT Service Desk Analyst

Job Details

Job Title: ICT Service Desk Analyst

Employment Type: Ongoing

Classification: Parliamentary Service Level 4

Closing Date: 11:30pm AEST, 20 October 2026

Contact: Chris Williams, (02) 62778050, chris.williams@aph.gov.au

The Opportunity

The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4 ICT Service Desk Analyst within Digital Customer Services Branch. 

The ICT Service Desk is the first point of contact for ICT support for parliamentarians and staff in Australian Parliament House and electorate offices, and the Parliamentary Departments. 

ICT Service Desk Analysts deliver responsive, professional and client-focused support by diagnosing, documenting and resolving incidents and service requests, or escalating them to the appropriate support team.

The role operates primarily in a telephone-based service desk environment, with requests also received through self-service, email and walk-in channels.

Analysts support a diverse client base, including high-profile clients, and work collaboratively with ICT and departmental teams to progress issues and restore services. 

They monitor and manage work queues in the IT service management system and contribute to accurate, useful and current knowledge articles and support documentation.

Who we are looking for

We're looking for an enthusiastic ICT Service Desk Analyst who enjoys solving technical issues and delivering great customer service. You'll be the first point of contact for users, providing timely support, troubleshooting a range of ICT issues, and helping people get the most from technology. 

You will be:

•    Customer-focused, responsive and professional.
•    A strong problem solver with a logical approach to troubleshooting.
•    A confident communicator who can explain technical concepts in plain language.
•    Comfortable working across a range of technologies and support requests.
•    A collaborative team member who thrives in a fast-paced service environment.

If you're passionate about technology, enjoy helping people, and take pride in delivering outstanding ICT support, we'd love to hear from you.

Job Specific Requirements: 

•  The position requires participation in rostered on-site shifts between 7.30 am and 8.00 pm, as well as after-hours on-call support.  
•  The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

Duty Statement

Classification: Parliamentary Service Level 4 

Branch: Digital Customer Services Branch 

Section: ICT Service Operations 

Immediate supervisor:  Service Desk Manager

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

1.    providing timely, accurate and professional first-level ICT support, including resolving incidents, fulfilling service requests and giving clear user guidance

2.    diagnosing and supporting a broad range of ICT services and devices, including laptops, desktops, printers, tablets, smartphones, software, collaboration tools and related systems

3.    recording complete and accurate details of client contacts, troubleshooting undertaken, outcomes and agreed next steps, and escalating matters with the information required for efficient resolution

4.    assessing priority and impact, managing assigned incidents and requests through to closure, and meeting agreed service levels in the IT service management system

5.    creating, reviewing and maintaining clear, accurate and accessible knowledge articles, procedures and other Service Desk documentation

6.    working collaboratively with colleagues and specialist support teams, sharing information and contributing to service improvement activities

7.    performing rostered telephone support, VIP support, queue management, walk-in support and after-hours on-call duties as required.

Selection Criteria 

1.    Demonstrated experience providing first-level ICT support in a service desk or comparable environment, with sound knowledge of enterprise technologies such as Windows, macOS, Microsoft 365, Teams, SharePoint, Azure, Intune, telephony and mobile devices.

2.    Demonstrated commitment to high-quality customer service, with effective written and verbal communication skills and the ability to adapt communication to the client, situation and level of technical understanding.

3.    Sound analytical, troubleshooting and problem-solving skills, including the ability to apply judgement, established procedures and IT service management practices to resolve issues or determine when escalation is required.

4.    Demonstrated ability to maintain accurate service records, manage incidents and requests through their lifecycle, prioritise competing demands and deliver outcomes within agreed timeframes and service levels.

5.    Demonstrated ability to create and maintain clear, accurate and user-focused knowledge articles, procedures and support documentation.

6.    Demonstrated ability to work collaboratively, contribute positively to team outcomes and build productive working relationships with clients, colleagues and internal and external stakeholders.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

How to apply

Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department. 

Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role. 

For additional guidance when crafting you application, please refer to the DPS Recruitment - Candidate Information Pack, which provides helpful tips on how to structure your pitch and highlight your most relevant skills and experience effectively.

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.  

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace. 

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:  

• flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational needs of the roles
• ongoing opportunities to learn and develop new capabilities 
• a competitive remuneration package
• free on-site parking
• free gym membership and access to recreational facilities available a APH
• childcare (pending availability), banking services, post office, value-for-money dining options and more available at APH.

Salary

Currently, the salary range for this position is $83,415 - $90,639 per annum.

Conditions of Employment

Employment opportunities at the department are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

• Australian citizenship: Section 22 of the Parliamentary Service Act 1999 requires that employees of the Parliamentary Service are generally required to be Australian citizens. However, if you are not an Australian citizen you may be considered for engagement on the condition that you are able to gain Australian Citizenship within a specified time. Failure to obtain citizenship within the timeframe could lead to termination of employment.
  
  
• Loss and resumption of Australian citizenship: Under historical provisions of the Australian Citizenship Act 1948 (section 17), some Australian citizens automatically lost their citizenship if they voluntarily acquired the citizenship of another country between 26 January 1949 and 3 April 2002. This loss occurred by operation of law and may not have been known to the individual at the time. Although these provisions were repealed in 2002 to allow dual citizenship, the repeal did not restore citizenship that was previously lost. Individuals who believe they may be affected are recommended to seek advice about resuming their Australian citizenship. Further information, is available on the Department of Home Affairs website.
• Applicants who progress to the offer stage with our department who have been affected by the loss of citizenship as outlined above will be required to demonstrate within a reasonable time that they have resumed, or are actively undertaking the process to resume, Australian citizenship.
  
  
• Security clearance and character clearance: the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
  
  
• Health assessment: a pre-employment health assessment will be required where there are physical or medical requirements for the role.
  
  
• External Work Approval: Employees must seek approval for any paid employment outside the department and declare voluntary activities that could impact their role.