Service Desk Analyst

1 day ago

Brisbane, Queensland, Australia UpperGround by Hudson Full time $60,000 - $80,000 per year

Position Title: Service Desk Analyst

Effective Date: TBC

Division / Department: Corporate / Information Technology

Reports To: Service Desk Team Lead

Direct Reports: Nil

Location: Corporate Office

Contract: 6-month initial contract with the view to become permanent

Work Arrangement: 5 days in the office

Purpose of the Role: To enable improved business outcomes through delivery of IS operations that meet or exceed business expectations.

Key Responsibilities: The key responsibilities of this position include:

  • Proactively drive safety, environment, and quality policies, practices, and procedures in compliance with legislative requirements to provide a safe workplace at all times.
  • Provide the first point of contact to staff members and log all incoming Service Desk incidents and service requests in the call logging system, with comprehensive details.
  • Respond to and resolve incidents/service requests within agreed Service Levels. As per ITIL definitions, identify, log, and manage problems in consultation with the Service Desk Team Leader/IT Manager.
  • Provide first-level (triage and troubleshoot) technical support to the business, including installation, configuration, and deployment of hardware, software, desktops, laptops, tablets, mobile/smartphones, printers, copiers, and other solutions in use.
  • Basic knowledge and experience in troubleshooting network, applications, hardware, video conferencing, and Microsoft Operating Systems.
  • Collaborate with team members to deliver a quick resolution to incidents and enquiries.
  • Maintain the IS Asset Register to manage provision, recovery, or retirement of IS assets. This includes receiving, deployment, retrieval, and eventual disposal of all IS-related equipment.
  • Provide basic training for staff on the use of hardware, software, and remote access tools.
  • Create and maintain Service Desk documentation for both IS and end-user use.
  • Provide proactive and preventative support and maintenance to prevent issues.
  • Perform other duties as required.
  • Drive improved customer satisfaction.

Skill and Experience Profile: The incumbent in this role will require the following qualifications and experience:

  • Tertiary education in an IT-related field (Desirable) or equivalent experience.
  • Basic knowledge in hardware, video conferencing, and software, including Microsoft products, knowledge of networking equipment and protocols.
  • Ability to communicate effectively around technical matters to a non-technical audience.
  • Building effective relationships at all levels of the business and providing helpful, professional, and timely service to clients.
  • High level of problem-solving abilities with the ability to participate professionally and cohesively within a small, solution-focused team environment.
  • Experience using and troubleshooting Microsoft products including, but not limited to, 365 Admin Centre, Azure Active Directory, Teams, SCCM, and Intune (desirable).
  • Relevant industry experience in a related field (highly desirable).

Diversity, Equity & Inclusion at Hudson

Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen. Casual Loading *Please note for all Australian* based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.

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