Location Canberra
Job type Contract
Salary Negotiable
Specialisation ICT, Project Support, Technical, TSPV
Contact person Cindace Prasad
Reference TR/061854
Call Email Cindace

ICT Customer Support Analyst - RFQ-ASD-73-2024 - SOW 1 - Original

Due to the nature of clients we work with here at Kinexus and the projects these roles will be based on, an Australian Government Top Secret Positive Vetting (TSPV) clearance is essential.

These opportunities do not have the ability to obtain sponsorship for a security clearance (including applicants who currently hold a security clearance seeking to upgrade).


Enterprise Technology (ET) within the Australian Signals Directorate (ASD), will deliver cutting edge capabilities to Defence through a variety of different programs and projects. To facilitate this ASD has a requirement for ICT Customer Support Analysts. Multiple roles available.

The ICT Customer Service Analyst is required to provide proficient personalised ICT customer support via the efficient management and remediation, using standard procedures, of allocated service requests. Service requests will be received by telephone, email, in-person and via an ITSM application.

The analyst is expected to utilise corporate knowledge to contribute to the writing/updating of Standard Operating Procedures as required/directed. Additionally, the role requires the individual to work autonomously and as part of a team. And additionally actively identify and participate in continual service improvement activities.

The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 2.

Current Top-Secret Positive Vetting (TSPV) security clearance is strongly preferred, however candidates who have held a TSPV in the previous 12-month period (which has since been downgraded) may be considered.


Australian Signals Directorate (ASD) is the federal agency responsible for foreign signals intelligence, cyber warfare and information security. ASD's purpose is to defend Australia from global threats and help advance our national interests.

Situated in Canberra, ASD employs over 2000 TSPV cleared workers. ASD's workforce is growing rapidly. Areas of growth include PMO, cyber security, systems administration and engineering, software development and network engineering.

A top-security, complex and highly technical environment, ASD plays a vital role in the defence of Australia. Long contracts (12 months+) available.


  • Respond to support requests received by phone, email or through the service management tool and provide timely and accurate advice to deliver a satisfactory outcome for customers within established service levels.
  • Log and action all customer contacts in the service management tool. Provide regular updates to the customer and capture all actions taken in the registered work item.
  • Provide advice on services offered and update published information based on knowledge gained through interaction with customers and other support staff.
  • Carry out various system administration tasks including, managing the backup and restoration of data, email configuration, network management, account management as well as the creation and management of active directory accounts and security groups.
  • Contribute to knowledge articles and standard operating procedures to ensure effective and efficient individual and team capabilities.
  • Identify and escalate where necessary to management delays in the delivery of services.
  • Excellent customer service skills


  • An understanding of service management frameworks such as ITIL.
  • Sound technical knowledge, including Microsoft Windows technologies Office products.
  • Experience managing or ability to learn Microsoft Active Directory objects.
  • Australian Citizenship and a TSPV security clearance is essential.


Why work for ASD?

  • Work on interesting and prestigious projects vital to the ongoing defence of Australia.
  • Flexible work environment; work the hours that suit you between 7am and 7pm.
  • Low attrition rate: the great variety of projects and opportunities across different business areas ensure few workers leave ASD.
  • Long term contracts available.
  • Fantastic growth opportunities available at any stage of your career.

Why Kinexus?

  • Kinexus has been supplying TSPV contractors to ASD since 2004 and have a strong relationship with them. We are one of just 9 suppliers Australia-wide.
  • Our experience in managing contractors in defence/national security industries means we understand the requirements from the Commonwealth, insurances and clearances.
  • DISP accredited; we can hold clearances and manage renewals.
  • Dedicated account manager (me!) who is your dedicated POC and offer continuous contractor care.
  • Rate negotiation guidance in line with the SFIA framework.
  • Dedicated payroll assistant who facilitates your taxes and super.
  • We proactively chase timesheet approvers to ensure you get paid on-time and error free.
  • Regular visits to Canberra for coffee, lunches and quarterly drinks events.
  • We can facilitate novated car leases, LAFHA or salary sacrifice.
  • We'll keep you up to date with the most appropriate, interesting opportunities in your field.
  • Community matters. Kinexus supports women in Defence through our female mentoring program and rewards referrers through our Referral Rewards scheme.

Kinexus is the leading recruitment partner to the Defence Industry in Australia. We support our community in making intelligent connections and create opportunities to help them grow their careers.

All applications should include your resume as a word document. For more information, visit our website, www.kinexus.com.au or contact Cindace Prasad at 0449 511 324. #LI-CP