Service Desk Support Analyst

Posted:

Closing Date:

Job Type:

Location:

Job Category:

Build a career with real purpose in our Transformation Technology Team

Looking for meaningful work whilst driving a strategic tech transformation roadmap — and a team that’s as committed as you are? Join CSC’s Transformation team and help shape outcomes that matter to over 750,000 Australians!
You’ll be engaged in great work with exceptional people, as the team is on a transformation journey—and is known for its supportive, collaborative culture.

About the role

Location: Canberra

Remuneration: $95,000 including super p.a.

The Service Desk Support Analyst is an integral member of the IT Service Desk team as well as the wider Technology group. They are the first point of contact for ICT incidents and requests to all CSC staff. This position provides an effective interface between CSC staff and the ICT support teams and service providers supplying all necessary diagnostic information to allow for efficient resolution of requests in accordance with CSC policy, procedures, and standards. The role also performs limited system administration of CSC systems as required for service requests, regular maintenance and operation, and to “fix on first contact” for incidents.

The Service Desk role requires on-site presence during business hours, including two longer daily shifts worked on a weekly basis. The role may also be required to provide occasional after-hours support on high-severity incidents on an on-call basis.

Key responsibilities

• Provide on-site technical support for end user equipment such as PCs, laptops, printers, iPads, mobile phones, security tokens, headsets, and video conferencing equipment.
• Assist with compliance and audit activities
• Ensure IT Service Desk compliance with CSC policy, procedures, standards and best practices
• Processing Service Desk unassigned queue
• Handling Service Desk shared mailbox and responding to queries
• Process Xurrent (IT system) team request and incident tickets.
• Occasional support of high-severity incidents outside of business hours on an on-call basis

Specific duties, deliverables and reporting lines may vary from time-to-time dependant on business needs and priorities. Key objectives and measurements will be captured in the Performance & Development planning cycle, established annually, and adapted as needed.

What we’re looking for

• Possess Baseline Security Clearance or have the ability to obtain Baseline Security Clearance is required
• Tertiary qualifications in Computer Science or a related discipline is preferable
• ICT industry certification, e.g. Microsoft / Citrix
• 1-2 years’ of experience in a Service Desk support role
• Strong Experience in support of remote/travelling users and RSA
• Strong Experience in support of Microsoft Applications, Citrix, MS Teams & Active Directory
• Ability to independently manage Level 1 support tickets and assist/support level 1.5 tickets with limited supervision
• Excellent customer service skills and attention to detail
• Strong written and verbal communication skills
• Ability to work and actively participate in a team environment to ensure that team objectives are met
• Ability to provide on-site support during business hours
• This role requires the ability to work shifts and provide occasional after-hours support on a rotational basis
• Present a professional appearance and attitude whilst providing outstanding customer service

Why join CSC?

• Enhanced parental leaves
• A permanent role in Service Delivery team and opportunity to grow and develop your career in tech
• A collaborative and diverse team

What you’ll get in return

A career where you belong

At CSC, we’re committed to more than super — we’re committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do.

Our gender equality strategy is more than a promise — it’s a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed.

We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career.

We’re proud to be an equal opportunity employer — and proud of the progress we’re making. Join a workplace where you can thrive, grow, and belong.

Our Benefits:

Learn more about CSC and our benefits on our career site Careers

How to apply

To apply for this opportunity, please submit your application via the Apply link in this advertisement with your current resume.

To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.

Job application close: 24/04/26 COB

For any other questions about this role, contact recruitment@csc.gov.au.