Service Desk Analyst at New South Wales Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

First-Level ICT Support, Incident Resolution, Service Request Fulfillment, Problem-Solving, Customer Service, ICT Equipment Maintenance, System Restoration, Record Keeping, Documentation Creation, Team Collaboration, Prioritization, Adaptability, Microsoft Windows, Active Directory, Microsoft Office, High-Volume Support

Industry

Law Enforcement

Description

Guiding the future of NSW education Position details Clerk Grade 3/4 Ongoing, full-time opportunity Close to Wynyard station & hybrid work arrangements available About us At the NSW Education Standards Authority (NESA), we’re dedicated to carrying out meaningful work that drives improvements and elevates student achievement across NSW, now and into the future. We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards). NESA is a unique organisation in NSW (of around 740FTE staff) with significant state-wide impact, visit our website to learn more about the important work we do. About the role The Service Desk Analyst provides first-level ICT support to staff across the organisation, ensuring incidents and service requests are resolved efficiently and in line with agreed service desk processes. The role plays a key part in minimising system downtime, supporting mission-critical services and delivering a high-quality customer experience. This is a great opportunity for someone who enjoys problem-solving, working with a broad range of technologies and engaging with customers in a fast-paced service environment. You’ll be part of a collaborative service desk team where your technical expertise, customer focus and ability to adapt to changing priorities will be valued and developed. On a day-to-day basis you will be responsible for: Providing first-level ICT support and resolving non-complex incidents and service requests to minimise disruption to users Responding to enquiries from multiple channels in a timely, accurate and customer-focused manner Supporting the set-up and maintenance of ICT equipment including computers, printers, multifunction devices, tablets and smartphones Using appropriate tools and processes to restore ICT systems and equipment to optimum efficiency Maintaining accurate records of incidents, requests and actions taken in line with service desk procedures Creating, updating and contributing to ICT support documentation to assist with service restoration and reduce the impact of unplanned outages Working collaboratively with the Service Desk team and escalating issues appropriately when required Our ideal candidate will have: Experience balancing competing demands while maintaining a strong focus on customer service and service delivery outcomes Demonstrated ability to encourage customers and stakeholders to follow ICT processes and procedures Strong problem-solving skills, with the ability to identify and interpret information across a range of hardware, technologies and applications Flexibility and resilience to adapt to changing priorities and support mission-critical ICT services Essential requirements: Experience in a service/help desk role supporting ICT hardware, software, networks and peripherals in an enterprise environment. Experience in the installation and maintenance of Microsoft Windows operating systems, Active Directory and various Microsoft Office software products. Experience in effectively prioritising and managing multiple ICT support requests in a high-volume environment with a commitment to delivering responsive customer-focused service. Tertiary qualifications in information technology and/or industry experience in related field Note: A current NSW Working with Children Check (WWCC) clearance for paid employment is required before commencing in this role. It is not required at the application stage. The cost of the WWCC clearance is the responsibility of the successful applicant. This role is required to work either 8.30 am to 4.30 pm or 9.30 am to 5.30 pm, with a one-hour meal break. We invite you to download the role description for additional information on the position. At NESA you'll benefit from: An organisation where your contribution has a big impact An enviable CBD location (all modes of transport nearby, and excellent coffee and eateries) with refurbished offices Flexible working arrangements and generous leave entitlements Access to discounted health and fitness memberships via Fitness Passport, an employee assistance program and annual flu vaccinations Salary packaging options Working in a purpose driven and ethical organisation with committed colleagues Ready to join us? Select apply and attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 2 pages). Also address the 2 targeted questions below in your online application (maximum of 500 words per response - approximately): A senior executive reports that Microsoft Teams meetings drop intermittently, but only when connected to the corporate VPN. Teams (web) works fine off VPN. In the past hour, multiple users in the same department report similar issues. As a Service Desk Analyst, how would you quickly determine whether this is a network, VPN, or Microsoft 365 service issue, and what immediate actions would you take to minimise business impact while escalating appropriately? Describe your most challenging customer interaction. What made it difficult? How did you manage the situation, what was the outcome, and what did you learn from the experience? Advice on applying for NSW Public Sector roles If you need reasonable adjustments for the recruitment process and workplace, please reach out to recruitment@nesa.nsw.edu.au Close date: Friday 10 April 2026 at 11.59pm AEST Thank you for your interest, we look forward to receiving your application. Important information NESA’s Statement of Commitment to Child Safety All children and young people have the right to be respected, feel safe, be safe, and protected from harm. NESA is committed to child safety and child safe practices underpinning our purpose of helping children and young people leave school, ready to take advantage of life’s opportunities and rise to its inevitable challenges. We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with disability, people of all ages, genders, cultural and linguistic backgrounds and the LGBTQIA+ community. Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position. A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.

Responsibilities

The Service Desk Analyst provides first-level ICT support to staff, focusing on efficiently resolving incidents and service requests to minimize system downtime and ensure high-quality customer experience. Daily tasks include resolving non-complex issues, responding to inquiries across multiple channels, and maintaining ICT equipment.