Service Desk Analyst

• Full Time

• $88,265 + 12% Super + bonus (performance).

 
About the Role

The Service Desk Analyst (SDA) serves as the front-line point of contact for the Diplomatic Technology office, handling customer queries in person and through remote channels such as phone, email, and chat. In this role, the SDA provides Tier 1 technical support, performs ticket triage, manages network and enterprise application accounts, and addresses multimedia and technical issues in line with established targets. Additionally, the SDA assists with network security, educates users on information security best practices, and manages loanable property such as laptops, radios, and tablets.

Duties

• Serves as the front-line point of contact for the Diplomatic Technology office, providing Tier 1 technical support to customers across in-person and remote channels.

• Manages network and enterprise application user accounts, performs ticket triage, and resolves incidents and service requests in line with ICASS standards.

• Provides audio-visual, video conferencing, and multimedia support for Mission meetings and events, and performs routine maintenance in DT processing spaces.

• Delivers ad hoc user training, maintains knowledge management documentation, and assists the ISSO in promoting cybersecurity best practices.
  

Skills and Experience

• Six (6) months experience in IT operations or providing Tier 0/1 IT support is required.

• Bachelor's degree in Computer Science, Information Systems, Electronics Engineering, Library and Information Sciences, Audio/Visual Communications and Technology or related major is required.

• Good working knowledge: speaking, reading, writing is required.

 
Equal Employment Opportunity (EEO)

The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, colour, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

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Benefits

The U.S. Mission offers a range of benefits, opportunities and conditions that you will be able to access while working for the U.S. Mission for more information click on the link below.

Benefits and Compensation for Locally Employed Staff

How to Apply

To apply for this role, we strongly recommend that you click here to submit your application. For further assistance in applying for roles with the U.S. Mission, download the Job Applicant User Guide (PDF)

When submitting your application, please ensure you submit your resume or CV. Please make sure you clearly answer the education and your work experience against the specific requirements of the role.

APPLICATIONS CLOSE: 30 June, 2026

 If you have any questions or concerns about the application process, please email: [email protected]