APS5 Senior Service Desk Analyst

Full job description
$86,624 - $+3,253 (plus 15.4% superannuation)
Ongoing and Non-ongoing opportunities are available
Work in an inclusive and supportive working environment
Our participants, Our people, Our purpose
Currently, there are around 5.5 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 717,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits
The Technology Services Division has an APS5 vacancy within the Agency ICT Services Branch.

The Agency ICT Services Branch supports all ICT systems and infrastructure excluding the primary business applications such as SAP CRM and Salesforce CRM.

ICT Support is a brilliant team to work in. We sit at the heart of digital operations at the NDIA, enabling our frontline and policy teams to serve Australians with disability more effectively. Our scope spans complex infrastructure, real-time service restoration, cyber readiness, executive technology enablement, and proactive support for over 1+,000 internal users and partners. We’re known for our calm under pressure, clear communication, and continuous service improvement. Our culture is built on collaboration, learning, and a shared drive to deliver support that’s not only reliable- but exceptional.

The ICT Support team is a place where your incident response, technical leadership, stakeholder engagement, and continuous service improvement skills- combined with a commitment to public value- can truly shine. Every day brings new challenges and opportunities to make a tangible difference to the live of Australians with disability.

Where you can add value
As the Senior Service Desk Analyst your duties will include:

Assisting the Team Leader with quality assurance of ITSM tickets and following up on tickets requiring further troubleshooting.
Providing technical support for Service Desk Analysts in their Hub.
Providing advice and assistance to the Agency and Partners In the Community on ICT matters using the ICT knowledge database and other relevant resources.
Supporting a range of stakeholders via the appropriate channels, working virtually and onsite with differing levels of ICT knowledge.
Updating the ICT information database with legislation and policy amendments, frequently asked question topics, technical applications or other ICT related information.
Supporting identification and classification of incidents and requests to an appropriate incident priority level.
Supporting diagnosis and resolution of incidents and escalate where appropriate.
Utilising ITSM ticketing systems to record, update and close requests as per agreed procedures.
Collaborating with stakeholders to ensure effective and timely resolution of incidents and requests.

Enough about us, let’s talk about you
What we’re looking for in our ideal candidate:
have a positive contemporary attitude to people with disability along with an understanding and knowledge of disability and its impact on individuals
have adaptable communication and interpersonal skills
be able to manage confidential and sensitive information
be flexible and able to adapt to a changing environment
have high levels of integrity and professionalism to support our values and mission have high levels of integrity and professionalism to support our values and mission

Your NDIA Experience
We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
Access to higher superannuation and above market leave entitlements
Competitive remuneration and working conditions that support a positive work life balance
Access to ongoing professional development and learning
While this role is ideally performed from Deakin, ACT or Midland, WA, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close Wednesday 25 June 2025 11.30pm AEST.

If you have any questions, please contact Kylie Parker on 08 +550 116+ or email kylie.parker@ndis.gov.au.

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP on 1300 138 337 or ndia@dfp.com.au.

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance Agency that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.


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