Position: Digital Services Analyst Australian Citizens Role Overview: We are seeking a Digital Services Analyst with strong service desk, desktop support, incident management and ITSM experience. The role sits between Level 1 and Level 2 support and requires someone who is technically strong, customer-focused, independent and able to hit the ground running. The ideal candidate will have hands-on experience supporting end users, troubleshooting technical issues, managing incidents, reducing escalations, and communicating clearly with both technical teams and business users. Key Responsibilities Provide L1/L2 support across digital services, desktop, telephony and end-user technologies. Manage incidents and service requests through ITSM processes. Use ServiceNow or similar ITSM tools for ticket logging, tracking, resolution and escalation. Troubleshoot issues related to Windows 11, M365, MFA, VPN, Citrix Cloud, mobile devices and Apple devices. Take ownership of incidents from initi...