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About the Role
As a Senior Service Desk Analyst, you will play a key role in delivering high-quality IT support across the ODPP while working as part of a close-knit and supportive team. Acting as a senior escalation point for the Service Desk, you will provide advanced assistance, guidance and problem-solving support to users, manage complex and escalated issues, and help drive timely resolutions to service disruptions. You will also monitor major incidents and problems, collaborate with stakeholders to minimise business impact, and contribute to continuous improvement initiatives that enhance service delivery and the user experience across the organisation.
Responsibilities
- Lead the resolution of complex and escalated IT support issues, helping to minimise business disruption and maintain high service standards.
- Mentor and support Service Desk Analysts, sharing knowledge and promoting best practice service delivery.
- Contribute to knowledge management by maintaining support documentation, identifying recurring issues and improving self-service resources.
- Build expertise in key business applications and support continuous improvements to meet organisational needs.
- Collaborate with IT teams and stakeholders on projects, service improvements and technology initiatives.
Requirements
- Relevant qualification and/or demonstrated experience in IT service delivery.
- ITIL accreditation, or a willingness to obtain accreditation if successful.
- Australian or New Zealand citizenship, Australian permanent residency (for ongoing roles), or a valid visa permitting work in Australia (for temporary roles).
- Ability to successfully complete relevant pre-employment checks, including a Criminal History Record Check.
Skills
- IT support
- Problem-solving
- Service delivery
- Knowledge management
- Business applications
- ITIL
Location
- Sydney
Work Type
- Ongoing
- Hybrid
Experience Level
- Senior
Education Level
- Relevant qualification
Salary/Compensations
- $102,936 - $113,579 p.a.
Benefits
- Salary ($102,936 - $113,579 p.a.)
- Employer's contribution to superannuation
- Annual leave loading
- 35-hour work week
- Flex leave
- Hybrid working options (minimum three days in office)
- 24/7 Employee Assistance Program (EAP)
- Wellbeing check-ins
- Special fitness passport rates
- Tailored workplace adjustments
- Ongoing training and development opportunities
About the Company
- The Office of the Director of Public Prosecutions (ODPP) is the independent prosecuting authority responsible for the prosecution of all serious indictable offences committed against the laws of New South Wales.
- We are an agency of over 1100 staff, working throughout NSW to service the main court centres.
- Our 10 offices have a mix of Crown Prosecutors, Solicitor Advocates, Solicitors and support staff.
- Our vision is to be a dynamic prosecution service recognised for our excellence and leadership.
- We act with integrity, by behaving ethically and professionally.
- We are committed to a diverse and inclusive workplace by providing ongoing support and opportunities for all staff.
Equal Opportunity
- The ODPP values diversity and supports all staff to reach their full potential.
- The Office welcomes applications from First Nations people, culturally and linguistically diverse people, people identifying with diverse genders and sexualities, people with disability and other diversity groups.
- If you have individual requirements that need to be accommodated in order to participate in the selection process, please indicate this in your application.