Service Desk Analyst

Under the direction of the Service Desk Team Lead, the Service Desk Analyst will be required to support end users, primarily relating to the functional operation and routine business use of enterprise system applications. The Level 2 Service Desk works as part of a larger team to support the ongoing operation, development, integration and maintenance of an enterprise system within our customer portfolio.

Who Are We?

Citadel Edge is an Australian-owned specialist technology company with over 25 years of experience. We serve a range of critical sectors, including government, health, defence, national security, higher education and commercial. Delivering secure, end-to-end solutions, we’re trusted to solve complex problems with clarity, speed, and precision. Citadel Edge unites specialist teams under one trusted brand – streamlining access to advanced and integrated capabilities in enterprise software development, cyber assurance, and AI and data management.

What’s The Role?

• Provide advice and assistance to users of the application and the function of the application’s features in support of their business requirements and customer policies and processes.

• Identify the customer’s needs; determine the next course of action, logging the record of the call / email identification, resolution and / or escalation.

• Ensure the customer is kept informed throughout the ticket management process and that tickets are progressed and / or escalated in accordance with SLAs.

• Answer telephone calls and respond to emails from clients in line with SLAs.

• Provide assistance to users in resolving submitted service incidents and requests.

• Under guidance, make changes to the configuration of the application in accordance with the approved configuration.

• Under guidance, identify tickets that relate to system or configuration faults and direct them to the appropriate area for resolution.

• Assist in the development and refinement of operational and procedural information.

• Assist with issue triaging and escalation of tickets to the appropriate resolver group for resolution, following ITIL processes.

• Be prepared to work outside normal business hours (public holidays and possibly weekends).

• Work on a shift basis.

 What’s Our Edge?

• Extra leave – Parental, Volunteer, Pawrental, Birthday, and the opportunity to purchase more.

• Opportunities for leadership & development.

• Employee recognition & celebrations.

• Wellbeing led & community focused environment.

• Most of all, a supportive, inclusive, and diverse company. 

What’s Your Edge?

• NV2 Security Clearance.

• ITIL Foundations Certification.

• Previous Service Desk experience.

• Working knowledge with Microsoft Office suite.

• Ability to learn new IT Applications quickly.

• Professional and courteous customer service.

• Ability to produce documentation in a clear and concise manner.

• Experience in working effectively with a team, collaborating with others to achieve outcomes and being able to work independently within a small team.

• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.

• Drive, self-motivation and ability to work using own initiative.

Not confident that you have everything listed above? Don’t let that stop you applying, and if there are any reasonable adjustments you may need throughout the hiring process, please reach out. We will be happy to assist.