Service Desk Analyst - Information Technology - Clerk Grade 5/6 - Sydney

About the role:

The Service Desk Analyst provides broad-ranging technical advice and services to IT users across the NSW Parliament covering both the straightforward and advanced features and utilisation of the Parliament’s network and infrastructure technology environments.

The role is expected to resolve first-line issues including those of moderate complexity and determine and arrange escalations to other areas of the Branch, where necessary. The role operates in both the fixed ‘service desk’ environment as well as attending offsite premises.

About us:

Based in NSW Parliament, the Department of Parliamentary Services (DPS) is a specialist service department working to support the operation of the Parliament of NSW by providing logistical support and advice to members, the Departments of the Legislative Council and Legislative Assembly and the people of New South Wales. Our office is found close to public transport in the heart of Macquarie Street CBD, next to the State Library and Sydney’s Botanic Gardens.

Enabling the Parliament, serving New South Wales: We demonstrate and foster in others a commitment to the five values of the Department of Parliamentary Services: collaboration, innovation, excellence, integrity and service.

Our commitment to diversity: We welcome applications from people from diverse backgrounds and encourage women, Aboriginal and Torres Strait Islander peoples, LGBTQIA+, people with disability, mature-age people, and people from culturally diverse backgrounds to apply for this role.

Our people:

Our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join Parliament include:

• Competitive salary and annual leave loading
• 35-hour week and flexible work options
• Corporate Wellbeing programs including seminars and Fitness Passport
• Free annual Influenza vaccination
• Salary packaging options via superannuation contributions or a novated vehicle lease
• On-site fitness facilities, pool, restaurant, cafes, and post office

About you

In this role you would require experience in IT customer support or help desk environments, including service triage activities. A demonstrated sound knowledge and experience with Microsoft Windows operating systems, desktop/laptop hardware, and mobile device platforms (iOS and Android) and knowledge of Microsoft 365 applications and typical office productivity tools.

Essential Requirements

• Tertiary qualifications in Information Technology or a related field, or equivalent help desk or IT support experience.
• Ability and willingness to participate in a roster to provide extended support on Parliament Sitting Days.

Further information to assist you with applying for this position:

• Role Description
• Department of Parliamentary Services website
• Pre-employment requirements - NSW Parliament

How to apply:

To apply for this position please provide:

• An up-to-date Resume [maximum five pages] which clearly details your skills and experience as relevant to this role and
• A response [maximum two pages] to the Targeted Questions below.

Applications that do not include a response to the targeted questions will not be progressed to the next stage of assessment.  Copies of qualifications, certificates or documentation (other than requested) is not required at this stage in the recruitment process and will not be included with application documents.

Targeted questions:

1. Describe your experience providing IT support, help desk support or customer service across phone, messaging, ticketing system or in-person channels.
2. Provide an example of how you helped resolve, triage or escalate a user’s technology issue. What was the issue, what steps did you take, and how did you keep the user informed?

Electronic attachments must be MS Word compatible or in pdf format.

Technical assistance: Should you encounter any technical problems, please contact ‘I work for NSW’ helpdesk 1800 562 *** (Monday - Friday).

Applications must be lodged online through: http://iworkfor.nsw.gov.au/

To be eligible to apply for this role, you must meet one of the following criteria:

• an Australian Citizen
• a permanent resident of Australia; or
• a New Zealand citizen.

Come and explore the Parliament online with our 360-degree Virtual Tour. 

Thank you for your interest in this role. We look forward to receiving your application.

Job Reference: 492500

CLOSING DATE: Sunday, 23 August 2026 [11.55 pm]