Service Desk Senior Analyst at New South Wales Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

05 Apr, 26

Salary

0.0

Posted On

05 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ICT Support, Customer Service, Mentoring, Training, Problem Solving, Technical Support, Communication, Team Collaboration

Industry

Law Enforcement

Description

Clerk Grade 3/4 1 x Ongoing Full-Time 1 x Temporary Full-Time up to 11 May 2026 Parramatta About us The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW. About the role We have an opportunity for 2 x Service Desk Senior Analysts to be part of our Service Desk team, Technology & Communication Sevices Command. The Service Desk Senior Analyst is responsible for providing a range of quality ICT support services to support the business needs. The role maintains currency and accuracy of system and process information, mentors and trains less experienced analysts and accepts escalation of complex calls from Analysts. View the relevant role description for more information on this role (e.g. essential requirements, key accountabilities, key challenges and capabilities required for the role) What we can offer you At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include: working collaboratively on ICT initiatives that support the community through policing practices competitive salary; flexible work options; opportunity to purchase leave; annual leave loading; corporate wellbeing programs including seminars and the Fitness Passport; free annual influenza vaccination; salary packaging options via superannuation contributions or a novated vehicle lease; convenient location for public transport and to shops etc; and in-house gym facilities. How to Apply Applications can only be submitted electronically via the I Work for NSW website. To be considered for this role, attach a cover letter (2 pages maximum) and an up-to-date resume that clearly details your skills & experience as relevant to this role. Please do not attach copies of qualifications, certificates or documentation (other than what has been requested) - you can bring these if called for interview. Please address each of the following Target Questions (500 words per question) in the text boxes provided in the online application or attach as a separate document. Target Question 1: The role requires you to provide first level support to NSWPF covering both technical and customer service. Please describe a time where you were able to support a customer in addressing and resolving a complex technical incident. What was the incident and how did your efforts contribute to the resolution. Target Question 2: Please provide examples of where you have provided a high level of customer service. What was you approach in achieving positive outcomes. Your application must stand on its own merits, and the completeness and relevance of your application will determine if you proceed through to the selection process. If you require any further information about this opportunity, please contact the hiring manager Matthew Tracey via 0417 191 666. To be eligible to apply for this role, you must meet one of the following statuses: an Australian Citizen; a permanent resident of Australia; or a New Zealand citizen. Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force. Our commitment to Diversity: At the NSW Police Force, we are proud to be an employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees where differences are embraced, contributions are valued, and everyone has a sense of connection and belonging. We welcome applications from individuals with diverse skills, experiences, and backgrounds including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ individuals, people with disability, neurodiverse individuals, those from culturally and linguistically diverse communities, and people of all ages. We understand that the recruitment journey may present unique challenges. If you: Identify as Aboriginal or Torres Strait Islander and would like support with your application, please contact the NSWPF Aboriginal Employment & Engagement team at PCC-AEET@police.nsw.gov.au Identify as a person with disability and require further information on the role or adjustments to participate in the recruitment process, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au Are transgender or gender diverse and want to learn more about our support options, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months. For more information on applying for roles with the NSW Police Force click here Thank you for your interest in this role. We look forward to receiving your application.

Responsibilities

The Service Desk Senior Analyst provides quality ICT support services and maintains system and process information. The role also involves mentoring and training less experienced analysts and handling complex calls.