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Senior Service Desk Analyst

Apply now Job no: 500422
Work type: Fixed Term Full Time
Location: Various
Categories: Information Technology, Technology, Aviation

  • Be part of a team that makes a difference.
  • Canberra, Melbourne and Brisbane locations considered. 
  • 6 months contract plus possible extension. 

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

As Senior Service Desk Analyst you will:

Fulfil an integral part of the Service Desk Leadership group to build and maintain a high-performing and accountable team, playing a key role in the value chain to ensure the successful delivery of service outcomes for Airservices and its customers.

Your role will include driving improvements to processes, tools and the knowledge base, effective day-to-day management of workload and contact channels, delivery of coaching and feedback to improve team capability and the effective handling of escalated/sensitive issues with stakeholders, suppliers and vendors.

The safety of the travelling public is an important consideration when carrying out any duties associated with this position.

If you are passionate about improving customer service outcomes and have a continuous service improvement mindset combined with extensive experience leading and improving Service Desk Operations, this role provides an exciting opportunity to join a like-minded team re-shaping Service Delivery within the organisation.

Please see the link below to view the full Position Description:

Download File PD - Senior Service Desk Analyst (1).pdf

The Person

It would be highly desirable for the successful applicant to have:

  • Demonstrated high level of experience in a Service Desk/Contact Centre environment coordinating service delivery through multiple channels to a high level of customer satisfaction
  • Demonstrated high level of experience in operating and coordinating improvement of ITSM toolsets with knowledge of user interface/user experience principles
  • Demonstrated high level of experience in mentoring and coaching to support co-workers in areas of uncertainty including processes and job expectations
  • A high level of computer literacy skills with information management systems including Microsoft 365 products, ServiceNow and SAP

Other desirable attributes would be:

  • Ability to think critically, work with limited technical guidance on moderately complex tasks in a collaborative manner to achieve a joint outcomes
  • Ability to obtain, interpret and arrange data to improve informed decision making and manage performance
  • Well-developed verbal and written communication skills, and the ability to manage important business relationships
  • A degree in Information Technology, Systems Engineering or similar technical field

Airservices Australia is a diverse and inclusive employer that recognises the benefits of having a workforce that reflects the communities in which we work. We encourage applications from diverse groups including Aboriginal and/or Torres Strait Islander people.

Security Clearance

To be eligible to apply, you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Christine Collins TA Partner on 0409 773726 or at

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST)Sunday the 29th of January 2023

Advertised: AUS Eastern Daylight Time
Application close: AUS Eastern Daylight Time

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