Senior Service Desk Analyst

Salary: Stream A, Level 4 from $80,259.85/year + Super

Join our team as a Senior Service Desk Analyst and play a key role in supporting the Service Desk Specialist to ensure the effectiveness of our existing Service Desk Team to meet service targets and provide exceptional customer service. If you have a passion for guiding teammates in technical and customer service aspects, this role is for you

Key Responsibilities:

• Act as a customer champion, delivering high-quality support
• Assist in coordinating hands-on support and providing training to Service Desk Analysts and customers
• Drive a positive customer experience, resolving issues promptly
• Provide leadership in the logging of, communication, and resolution of major and high-severity incidents
• Support the Service Desk Team Leader and Specialist by preparing data reports and customer updates for stakeholders through formal channels
• Relevant tertiary or Diploma qualifications in Information Technology; Industry certifications (e.g., ITIL V4) highly regarded
• Excellent telephone manner, written and verbal communication skills, used to dealing with senior internal stakeholders and external vendors
• Excellent technical support and troubleshooting skills, with experience using remote desktop, call centre, and ITSM toolsets
• Experience in the successful implementation of minor changes to forms and workflows to improve processes within ITSM tools
• Detailed knowledge of Microsoft Office and Office 365, Microsoft Windows 7 & 10, Azure AD, Intune and Microsoft Active Directory, Apple iOS and Android
• Intermediate-level skills in Microsoft Excel and exposure to other data analysis tools is desirable
• Comprehensive understanding in the provisioning and support of desktops, laptops, mobiles, printers, and other peripherals
• Comprehensive understanding of TCP/IP networking protocols; network hardware and concepts
• Ability to successfully pass all background checks
• Possession of a C Class Drivers Licence
• Flexibility to perform duties outside of core business hours on an On-Call and roster basis

If you are ready to take on a challenging yet rewarding role in IT support, apply now to be part of our growing dynamic team

Why choose Logan City Council?

We have a friendly, customer-centric culture, supporting diverse and collaborative working relationships across the organisation, with a connection to purpose and community. In addition to being centrally located, Logan City Council offers great benefits to support your professional and personal growth including:

• Supportive Environment - We support a culture that promotes a healthy work/life balance.
• Health & Wellness - Access to Logan Leisure Centres discounted membership and Fitness Passport Program for a healthier lifestyle, plus a Corporate BUPA discount.
• Salary Packaging options – Look into vehicle lease options.
• Professional Growth – Ongoing staff learning and training opportunities.
• Wellbeing – Employee Assistance Program for wellbeing.
• Convenience – Free onsite parking.
• Engage – Active social club and colleague engagement.
• Work-Life Balance – Full-time hours worked over a 9-day (72.5-hour) fortnight, equating to extra days off each year.

Who we are and the community we serve

The City of Logan is focused on delivering exceptional service and value with heart. We value diversity, community, and collaboration, and we want you to feel valued and understand how you are helping to shape the future of Logan.

Interested?

Please press the "Apply" button and follow the prompts by the closing date of 5pm AEST Thursday 25 September 2025. For more information email the hiring manager Nino Leotta - Service Desk Team Leader (Acting) at ninoleotta@logan.qld.gov.au

All documents should be uploaded in PDF format and submitted online. Unsolicited applications will not be accepted. Applications may be retained for up to 12 months for future consideration. Council reserves the right to close or extend vacancies without prior notice.