Ongoing
Salary: $83 299 - $88 327 plus 15.4% superannuation
Canberra, ACT
Employment Opportunity The Service Desk Analyst (APS5) works with the other Service Desk Analysts (APS5 and APS6) in the team to:
Provide second level troubleshooting on incidents, where they are unable to be resolved at first level and action service requests related to privileged accesses.
Act as an escalation point and quality assurance gate prior to tickets being escalated to resolver teams, including:
application of advanced troubleshooting capability
ensuring that all information required by resolver teams is included in the ticket
Provide coaching and feedback to Service Desk Officers (APS4) on solutions, troubleshooting steps/methods and completeness of information in tickets
Liaise with resolver teams to:
provide additional information where required/requested
follow up on tickets on a regular basis, where resolution
... Click here to view more detail / apply for IT Service Support Analyst ? APS Level 5
