Service Desk Analyst

Purpose

IDEMIA is seeking a motivated and customer-focused Service Desk Analyst to join our Managed Services Support Team. In this role, you will provide exceptional customer service to our government clients, leveraging your strong troubleshooting and problem solving skills to diagnose, resolve, and escalate technical issues across a range of technical solutions and environments.

You will be responsible for end-to-end incident management, including technical troubleshooting, stakeholder engagement, and proactive follow-up to ensure incidents are resolved efficiently and completely. Working within an ITIL-based environment, you will actively manage, update, and escalate incidents and service requests as required.

This role offers more than traditional service desk responsibilities, and you will not be tied to a phone all day. Alongside incident management, you will be working with our senior technical specialist in the management and maintenance of our technology environments contributing to routine solution administration tasks and pro-active system maintenance.

You will also gain valuable exposure to industry leading biometric technologies and play a key role in supporting the critical cloud and on-premises infrastructure that underpins these solutions.

Key Missions

Skills and Experience

• 2+ years’ experience in a Service Desk / Technical Support role (L1/L2)
• Strong customer engagement and communication skills (phone and written)
• Experience in incident management and queue ownership
• Proven ability to manage tickets end-to-end, including:
  • Following up with users
  • Chasing internal teams
  • Actively managing outstanding or on-hold incidents
  • Comfortable relaying technical concepts to non-technical people
• Experience working in an ITIL-based environment
• Solid technical troubleshooting capability across:
  • Application Support
  • Windows (AD/GP etc)
  • Basic infrastructure concepts, including Cloud

Profile & Other Information

Desirable

• Experience with ServiceNow or similar ITSM tools
• Experience working in government or secure environments
• Exposure to Linux environments an advantage
• Understanding of infrastructure concepts (backups, networking)
• ITIL foundation certification

Mandatory

• Australian Citizenship
• Current NV1 Security Clearance (minimum)