Job description
- Excellent Remuneration - attractive six figure salaries on offer
- Additional perks including birthday day off, extra 1% superannuation contribution and professional development offered
- Opportunity to work on exciting programs of National Significance!
Vertical Scope Group are continuing to grow our Professional Services Division, and we want Service Desk Analysts, with a TS PV clearance, to work with us in supporting the Defence and the National Intelligence Community.
About You:
- Active TS PV Security Clearance
- Canberra based
- Posses an understanding of service management frameworks such as ITIL.
- Prior experience is desirable, not essential. We will provide you with paid for training and upskilling prior to commencement as part of our WorkPath Australia Program!
About the Role:
You will be required to:
- Investigate and resolve IT incidents
- Action requests received through the Service Catalogue and provide advice about services provided.
- Keep the customer informed of the progress of their request and follow-up any outstanding actions.
The IT Service Desk Analyst works in a high paced, team environment where the ability to problem solve and develop new skills is essential. The role requires the IT Service Desk Analyst to work independently and also collaborate with team members and external support staff to resolve complex issues.
Your responsibilities include:
- Handle incoming enquiries and fault reports from customers received through a variety of channels including email, chat and through the service catalogue application.
- Document in detail the reported issue, and through communication with the customer, establish the severity and urgency of resolving the fault. Identify steps to resolve the issue or provide a suitable work-around to the customer while further investigation occurs.
- Consult external support staff to assist with troubleshooting faults and promptly allocate unresolved issues to the responsible support team. Provide regular updates to the customer by monitoring the progress of the fault resolution.
- Provide input into the development and improvement of knowledge articles and Standard Operating Procedures.
- Conduct all work in accordance with agency policy and formal agreements between customers and the Service Desk.
- Managing Incidents and Service Requests
- Communication with the users
- Logging the request details of the incident/service
- Providing first-line investigation and diagnosis
- Resolving requests when first contacted whenever possible
- Escalating unresolved request
- Keeping users informed of progress
- Closing all resolved incidents, requests and other calls
- Conducting satisfaction surveys
If you are looking for the next step in your career working on exciting and interesting projects, APPLY NOW!
About Us
Why work for Vertical Scope Group?
Vertical Scope Group are an award winning, security cleared, ICT and cyber specialist with over a decade’s worth of experience providing end-to-end consulting, professional services and recruitment services nationally to Australian Government and industry.
We are searching for exceptional consultants to join us in providing capability to multiple government panels and global supply chains including the ICT Provider Arrangement (ICTPA), NSW TAS SCN0012 – Talent Acquisition Scheme, Defence, Science and Technology Group (DSTG), BuyICT, People Panel (all categories, all locations, APS1- SES Band3, and Board Placements!)
We are proudly 100% Australian owned and run, possess a Defence Industry Security Program (DISP) Level 3 membership, and have won multiple peak body awards including the Recruitment, Consulting and Staffing Association (RCSA)’s 2021 ‘Excellence in Social Purpose’, RCSA’s 2022 ‘Excellence in Client Services’, and the 2022 Prime Minister’s National Veteran Employment Award for ‘Excellence in Supporting Veteran and/or Partner Employment’ for VSG’s WorkPath Australia Training and Employment Program.
We invite you to contact us for a confidential discussion around your career and to learn how we can work together.
We offer our permanent consultants a list of perks that range from:
- Birthday day off
- Additional Superannuation Contribution
- Annual Company Conference
- Paid for attendance at award and industry events
- Generous Defence Leave
- Part-time, remote, flexible work options (when available)
- Attractive salaries
- Fortnightly payments
- Diverse programs to work on
- Professional upskilling with RTO partners including budget for commercial qualifications
We believe people are our greatest asset, and we will work with and support you throughout your career.
If you are security cleared and would like to discuss other security cleared opportunities available to you, please also apply and a dedicated consultant will contact you to advise.
If you want to join a trusted, reputable, expert consulting firm, and work on exciting defence and national security programs, apply here!
Vertical Scope Group encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, veterans, people from culturally and linguistically diverse backgrounds and people with disabilities.
Apply now by submitting your CV and or cover letter and a dedicated recruitment consultant will be in touch.
Know someone who is suitable for this role? VSG have a $1,000 referral program! Head over to our website for further details: www.verticalscope.com.au/refer-a-candidate
