Service Desk Analyst - RFQ-19699


The Service Desk Analyst supports the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities to staff on core business operations and processes, and the resolution of technical ICT problems within the AEC Service Operations Section of the Digital Technology Branch, including participating in section planning for short term tasks and work area planning for longer term initiatives.

The role is responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilizing expertise in the area of IT systems and infrastructure, and operational support across a geographically dispersed network.

The role will be responsible for, but not limited to:

  • Assist AEC staff via phone, email, remote and onsite support with faults, issues, incidents and service requests within an ITIL framework. Record accurate, timely and meaningful data in relation to client follow ups, requests and communication.
  • Undertake and administer support for staff in the AEC’s National Office; Canberra City ACT and other AEC locations as required across the country by providing consistent, professional and timely support and guidance to staff on program and IT areas.
  • Provide on-call support after hours on a rostered basis.
  • Determine software and hardware requirements to provide solutions to problems. Install and configure software and hardware, and repair and replace peripheral equipment.
  • Ensure all service support knowledgebase and artefacts, and policies and procedures are followed at all times to ensure consistency and compliance of service.
  • Assist in the development and updating of knowledgebase articles, and standard operating processes and procedures.
  • Coordinate with team members and other support areas to provide resolution of issues, including the escalation of more complex issues to management and technical teams as required.
  • Conduct administration, scrip, and access management tasks where required. Assist with the planning and delivery of additional support activities aimed at enhancing the capability of the AEC and service delivery improvement.
  • Conduct investigations for troubleshooting, research and analysis to obtain evidence based conclusions and assist in the management, preparation and coordination of policy or procedure formulation and/or project management.
  • Develop and maintain key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations. Represent the agency at meetings, conferences and seminars.
  • Provide accurate specialist advice, guidance and reporting on team functional responsibilities.
  • Make and communicate decisions using good judgement, expertise and knowledge, governed by legislation, regulations, best practice principles or relevant operating instructions and procedures.
  • Contribute to doctrine, election preparation and delivery activities in accordance with the election readiness framework, according to individual accountabilities and responsibilities.
  • Perform additional duties or assume responsibility of functions as directed from time to time.

Additional responsibilities during an Electoral Event

• The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events. There will be a requirement for work outside standard business hours during an electoral event period.

Estimated start date Tuesday, 15 August 2023

Initial contract duration ASAP to 31 December 2023

Extension term 6 months

Number of extensions 1

Location of work: ACT

Working arrangements: It is the AEC’s preference for this role to be performed from the National Office, Canberra.

Security clearance Applicants will be required to obtain a Police Check, and obtain and maintain a minimum Negative Vetting 1 AGSVA Clearance



  • Knowledge and experience in successfully setting priorities and delivering quality results on time within the provision of business support arrangements and service desk operations.
  • Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
  • Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives while contributing to change and business improvement strategies.
  • Demonstrated personal integrity whilst achieving results within legislative and policy parameters.


  • Knowledge and experience in the use of Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix, ITIL and Remote Access platforms are highly desirable.
  • Ability to gain an understanding of Australian electoral law and practice

Canberra, ACT

Active DirectoryCitrixITILMicrosoft Office 365Microsoft Office integrationMicrosoft sccmservice desk