About the job
The Service Desk Analyst at Leidos Australia plays a crucial role in providing Level 1 and Level 2 IT support within a mission-critical network monitoring environment. This position is all about ensuring timely incident resolution and service restoration while working collaboratively with technical support teams. The team values integrity, inclusion, and innovation, creating an environment where everyone contributes to meaningful outcomes.
You'll be responsible for
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Managing incidents and service requests
Managing incidents and service requests, including logging, categorisation, prioritisation, resolution, and customer communication within agreed service levels.📈
Monitoring ICT infrastructure
Monitoring ICT infrastructure, network services, applications, and operational dashboards to identify service degradation, outages, and performance issues.💬
Delivering customer support
Delivering responsive customer support, including troubleshooting assistance, onboarding support, account administration, and access management.Key criteria
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Troubleshooting skills
Demonstrated troubleshooting skills across diverse ICT environments.View
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Customer support experience
Experience delivering responsive support and effective communication with users.View
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Incident management experience
Proven experience managing incidents and service requests within SLAs.View
