Service Desk Specialist

3 days ago

Brisbane, Queensland, Australia beBeeCustomerSupport Full time $104,100 - $121,800
Job Title

A Senior Service Desk Analyst is responsible for resolving technical issues, customer complaints and SLA risks within the service desk team.

  • Ensure daily team priorities are met and governance processes are followed.
  • Triage and allocate service desk requests appropriately to guarantee accurate categorisation and timely resolution.
  • Lead onboarding and training of new team members to maintain high service standards.
  • Drive continuous improvement through ITIL-aligned practices, SOP reviews and process optimisation.
  • Coordinate vendor requests, hardware procurement and support seamless user onboarding.
  • Support cybersecurity and ISMS audit tasks, ensuring compliance and timely completion.

Requirements

  • Tertiary qualification in a related business discipline (Information Technology, Computer Science etc).
  • Excellent customer service, interpersonal and communication skills – able to support users across all levels with varying technical knowledge.
  • Proven troubleshooting, fault diagnosis and problem-solving ability.
  • Hands-on experience with Microsoft 365 applications (Teams, SharePoint, Office Suite) and a strong interest in IT systems, hardware and Microsoft services.
  • Familiarity with ITSM tools and ITIL-aligned service desk principles (ITIL 4 Foundations certification highly regarded).
  • Strong attention to detail, follow-through and ability to prioritise tasks in a dynamic environment.
  • Demonstrated commitment to continuous learning and contributing to a positive, collaborative team environment.
  • Current permanent and full-time working rights in Australia.
  • Attitude and behaviour align with our core values.

We Offer

  • Empowered flexibility: Flexible work arrangements to promote work-life balance.
  • Investment in your growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
  • Career advancement: Promote internal mobility, providing clear pathways for career progression.
  • Appreciation and engagement: Enjoy a range of benefits, including Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events and much more.
  • Performance recognition: Experience a financially rewarding Profit Share Bonus.

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