Service Desk Analyst (PROJ-4329)

Responsibilities:

• Responding to support requests to enable problem resolution and promptly refer unresolved calls as appropriate.
• Ensuring that documentation is available and in an appropriate format for those providing or receiving support.
• Assist in the production of relevant technical documentation and instructions.
• Understanding and applying knowledge of the general ICT software features and capabilities of the Australian Signals Directorate and current industry accepted hardware and software products.
• Researching and explaining vendor products and organisational policies to stakeholders.
• Building and sustaining effective working relationships with team members and actively participating in team work and group activities.
• Tailoring personal communication strengths and selecting appropriate mediums for conveying information and negotiating through situations.
• Resolving problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative courses of action.
• Designing solutions to issues impacting on the achievement of desired outcomes.
• Communicating service and degradation issues to customers applying a range of customer service skills.

Essential criteria:

• Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

• Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.

• Contributes to the collection of evidence and the conduct of formal audits or reviews of activities. Examines records for evidence that appropriate testing and other quality control activities have taken place. Determines compliance with organisational directives, standards and procedures and identifies non-compliances, non-conformances and abnormal occurrences.

Desirable criteria:

• Reviews system software updates and identifies those that merit action. Tailors system software to maximise hardware functionality. Installs and tests new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.

• Provides technical expertise to enable the correct application of operational procedures. Uses network management tools to determine network load and performance statistics. Contributes to the planning and implementation of maintenance and installation work, including building and management of systems and components in virtualised computing environments. Implements agreed network changes and maintenance routines. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement, to specialists, users and managers.

• Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Reviews change requests. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.

• Defines the integration build and produces a build definition for generation of the software. Accepts software modules from software developers, and produces software builds for loading onto the target hardware from software source code. Configures the hardware environment, produces integration test specifications, conducts tests and records the details of any failures. Carries out and reports fault diagnosis relating to moderately complex problems.