Service Desk Analyst

Service Desk Analyst – Workplace Technology (IT)Deliver meaningful ICT support to Members of Parliament and Parliamentary StaffGrade 3.1, $81,496 - $90,227 + %12 superannuationHybrid Work (3 days office, up to 2 days remote, aligned with Parliament requirements
The Department of Parliamentary ServicesThe Department of Parliamentary Services (DPS) provides infrastructure, technology, facilities, and support services to Members of Parliament and parliamentary departments. We work closely with our partners to support the effective operation of Parliament, enabling parliamentary sittings, committee hearings, public access, broadcasting, and internal media and audiovisual services.
We are seeking a customer-focused and technically capable Service Desk Analyst to join our Workplace Technology team. In this role, you'll provide Level 1 and Level 2 ICT support to Members of Parliament, Electorate Officers and Parliamentary Officers, ensuring they have reliable access to the technology and systems that support the work of Parliament every day.
About the roleAs a Service Desk Analyst, you'll be part of a collaborative IT team delivering responsive and professional support across a diverse technology environment. You'll troubleshoot technical issues, administer workplace technologies, support cybersecurity outcomes, and contribute to continuous improvement across our service. Key responsibilities include:
Providing Level 1 and Level 2 ICT support and incident resolution.Supporting Microsoft 365, Teams, SharePoint, OneDrive and OutlookManaging Windows devices, mobile devices and endpoint technologies and supporting meeting rooms, audio-visual and video conferencing solutions.Administering Microsoft Entra ID, MFA and user access management.Utilising ServiceNow and ITIL-aligned processes to manage incidents and requests.Support software licensing, asset management, and technology deployments.Assisting with onboarding, offboarding, office moves and electorate office transitions
About youYou are a customer-focused IT professional who enjoys solving problems and delivering exceptional service. You're adaptable, work well under pressure, and can communicate technical information clearly to users with varying levels of technical expertise.
To be successful in this role, you will bring:
Experience providing Level 1 and Level 2 ICT support in a service-oriented environment.Strong knowledge of Microsoft 365 technologies and Windows operating systems.Experience with Microsoft Intune, Entra ID and modern device management practices.Knowledge of service management processes and tools, ideally ServiceNow.Strong communication and stakeholder engagement skills.Experience supporting collaboration tools, mobile devices, telephony and audio-visual technologies.An understanding of cybersecurity principles and best practices.The ability to manage competing priorities while maintaining high service standards.
The Recruitment ProcessApplication: Submit your CV and a brief cover letter outlining your suitability.Initial Screening: A 15-minute introductory phone call with our HR team.Panel Interview: A face-to-face panel interview with key team members.Final Checks: National Police Check and professional reference checks.
Applications close on Monday, 7 September 2026 at 11:59pm, and applicants may be contacted before the advertisement closes.
Why work for us?We offer a unique workplace that sits at the heart of Victorian democracy. You will work in a historic precinct with modern technology, contributing to an institution that values integrity, professional growth, and a supportive team culture.
AccessibilityIf you require assistance or adjustments to fully participate in the application or interview process for this role, please contact Parliament's Recruitment Team via email recruitment@parliament.vic.gov.au
Privacy Collection NoticeThe Parliament of Victoria and the parliamentary departments are committed to protecting your privacy. Personal information is handled in accordance with the Privacy and Data Protection Act 2014 (Vic) (PDP Act) and other relevant legislation.
This privacy collection notice applies to our recruitment activities. It explains what information is collected when you apply for employment with a parliamentary department. It may be updated from time to time.
Child Safe StandardsThe parliamentary departments are committed to upholding the Victorian Child Safe Standards and the protections afforded to children in the Child Wellbeing and Safety Act 2005. We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.