Service Desk Analyst

$69,149 - $77,829 + 15.4% super

Canberra, Coffs Harbour, Brisbane or Melbourne

Ongoing | Full-time

• Provide hands-on support across modern workplace technologies in a national organisation supporting maritime safety operations
• Work as part of a supportive Service Desk team resolving everyday technical issues that support operational continuity
• Generous employee benefits and leave including Christmas shutdown

About AMSA - Work with Purpose

Safe Seas. Clean Seas. Saving Lives.

At Australian Maritime Safety Authority (AMSA), every role contributes to our mission to protect lives, support safe maritime operations, and safeguard Australia’s marine environment.

We are Australia’s national agency responsible for maritime safety, marine environmental protection, and search and rescue coordination. Our work is enabled by strong digital, corporate and specialist capabilities that support operations nationwide.

With around 500 employees across Australia, AMSA offers meaningful careers in a complex, highly regulated environment with national impact Learn more at amsa.gov.au.

About the Role

This role provides Level 1 ICT support as part of AMSA Assist, delivering responsive, customer-focused support to staff and contractors and helping keep AMSA’s operations running smoothly.

In this role you will:

• Act as the first point of contact for ICT support via phone, email and online channels, working as part of a supportive team
• Log, categorise and prioritise requests, maintaining accurate records in the IT service management system
• Diagnose and resolve common ICT issues at first contact using approved tools and knowledge articles
• Escalate more complex issues to specialist teams while maintaining oversight through to resolution
• Communicate clearly with users throughout the request lifecycle, providing updates and managing expectations

What We're Looking For

You will bring:  

Experience in a customer service or IT support environment, or a strong interest in building a career in IT support

• Strong communication skills and a customer-focused approach, with the ability to support a diverse range of users
• Ability to follow processes, use guidance effectively, and maintain accurate and timely records
• Good problem-solving skills with the ability to troubleshoot and resolve common technical issues
• Ability to work collaboratively in a team environment and contribute to shared service outcomes
• Strong time management skills with the ability to prioritise tasks in a busy support environment
• Behaviours aligned with One AMSA values and ways of working

For further details, please refer to the position description.

Information about our terms and conditions of employment are contained in the AMSA Enterprise Agreement 2024 - 2027

What We Offer at AMSA

At AMSA, we support our people to do their best work through:

• Competitive remuneration and salary packaging options
• 15.4% employer superannuation contribution
• Generous leave entitlements with 20 days annual leave plus paid Christmas shutdown
• Paid parental leave with 18 weeks for primary and 14 weeks for secondary carer
• Wellbeing support  with health reimbursements, flu vaccinations and an Employee Assistance Program for you and your family
• Flexible work including work from home arrangements
• Career development including training, study assistance, paid professional memberships
• Opportunity to connect, collaborate, and make a difference through AMSA’s staff-led networks

One AMSA: Shaping Our Future Together

One AMSA is our commitment to creating a workplace that is safe, respectful and inclusive – where every employee feels valued, supported and empowered to contribute.  It shapes how we work together and ensures collaboration, trust, and shared purpose across AMSA.

How to Apply

To apply, visit the Careers at AMSA portal and click ‘Apply’ on the job listing before 11:55pm AEST on Wednesday 13th May 2026.

You will need to provide:

• A resume (maximum 3 pages)
• A cover letter (up to 300 words maximum) outlining your suitability based on the key responsibilities and capabilities required for the role.

NOTE: Interviews will be held the week commencing 20 May 2026 with a start date of 1 July 2026.

For further information about the role, contact Tan Dunn, Director IT, on 0401 024 871 or tan.dunn@amsa.gov.au

For questions about the recruitment process, please contact recruitment@amsa.gov.au.

Applications from recruitment agencies will not be accepted, as AMSA recruitment is managed internally.

AMSA does not engage staff under the Public Service Act 1999. AMSA engages employees under the Australian Maritime Safety Authority Act 1990 and our remuneration arrangements are specific to AMSA.