Senior Service Desk Analyst

1 day ago

Brisbane, Queensland, Australia Hills Health Full time $80,000 - $120,000 per year

Are you a motivated and dynamic Level 2 IT Service Desk professional ready to bring your ITIL knowledge and superior customer support skills to our table and hit the ground running?

You thrive on solving IT and customer issues, adhering to internal processes and service level agreements, ensuring that our clients receive the highest standard of service. Your customer-centric approach, combined with a passion for technology, makes you a vital contributor to the success of our team. You're not just a problem-solver—you're someone who enhances the overall client experience with every interaction.

You'll take ownership of high-severity incidents and escalations, ensuring operational accuracy across incident management, asset registers, and customer invoicing. You will work closely with the Customer Service Manager on project-to-service handovers, technician scheduling, and service desk call handling. Your contributions will extend to enriching the service knowledge base, championing continuous improvement initiatives, and ensuring team accuracy.

This is a fantastic opportunity for a detail-oriented and proactive professional who thrives in a technically diverse, fast-paced environment, and is passionate about delivering exceptional customer service while driving operational efficiency.

Key Responsibilities

·
Call handling through to resolution, including escalations

·      Assist with major incident coordination including tech bridge, communications, and post incident reviews.

·      Review project-to-service handover documents as delegated.

·      Update the CMDB and maintain asset registers for accurate service tracking.

·      Process, monitor, and deliver timely completion of service-related sales and invoices.

·      Maintain knowledge of assigned brands, products, and services.

·      Escalate unresolved IT infrastructure or application issues to IT Systems Operations Engineers or Field Technicians.

·      Contribute to the creation and maintenance of knowledge base articles.

·      Support SLA and KPI reporting for the Customer Service Manager.

·      Ongoing trend analysis of repeated incidents and escalate appropriately.

·      Follow established processes and procedures and contribute to continuous improvement.

Key Competencies

·
      Incident Management: Handle complex incidents and service requests.

·      Customer Service Support: Provide advanced customer service and desk oversight.

·      Asset & Config Mgmt.: Maintain CMDB and asset registers.

·      Knowledge Management: Contribute to knowledge base and brand/product knowledge.

·      Administration: Oversee invoicing and payment processing accuracy.

·      Problem Management: Identify recurring issues for escalation.

·      Relationship Management: Liaise with Finance, IT Ops, and Field on escalations.

Qualifications and Certifications

·      Certificate or Diploma in IT, Business Administration, or equivalent experience.

·      ITIL Foundation certification (mandatory)

·      ITIL Practitioner: Incident Manager (desired), or equivalent experience.

·      Experience with CMDB and service management tools (e.g., Odoo, ServiceNow, iTop).

Please note all employees are required to have a clear and current police check.

  • Service Desk Analyst

    2 weeks ago

    Brisbane, Queensland, Australia Esri Australia Full time $90,000 - $120,000 per year

    We deliver the best GIS solutions in the world, with the brightest minds on the map.What are the issues that matter most to you? Climate change, national security, disaster response?At Esri Australia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges...

  • Service Desk Analyst

    2 weeks ago

    Brisbane, Queensland, Australia Esri Full time $60,000 - $90,000 per year

    We deliver the best GIS solutions in the world, with the brightest minds on the map.What are the issues that matter most to you? Climate change, national security, disaster response?At Esri Australia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges...

  • IT Service Desk Analyst

    7 days ago

    Brisbane, Queensland, Australia Icon Group Full time $60,000 - $90,000 per year

    Information TechnologyBrisbaneFull TimeIcon GroupKey Points Employment: Permanent full-timeLocation: Icon Group South Brisbane Head Office.At Icon, You CanAre you an experienced IT support professional looking to take the next step in your career? We are seeking a motivated individual to join our IT Service Desk team as a Service Desk Analyst at our South...

  • IT Service Desk Analyst

    7 days ago

    Brisbane, Queensland, Australia Icon Group Full time $60,000 - $90,000 per year

    Key Points Employment:Permanent full-timeLocation: Icon Group South Brisbane Head Office.At Icon, You Can Are you an experienced IT support professional looking to take the next step in your career? We are seeking a motivated individual to join our IT Service Desk team as a Service Desk Analyst at our South Brisbane Head Office. This is a fantastic...

  • Service Desk Analyst

    5 days ago

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

    Position Title: Service Desk AnalystEffective Date: TBCDivision / Department: Corporate / Information TechnologyReports To: Service Desk Team LeadDirect Reports: NilLocation: Corporate OfficeContract: 6-month initial contract with the view to become permanentWork Arrangement: 5 days in the office Purpose of the Role: To enable improved business outcomes...

  • Service Desk Analyst

    2 weeks ago

    Brisbane, Queensland, Australia Great Southern Bank Full time $60,000 - $90,000 per year

    As our highly valuedService Desk Analystbased inBrisbane, your role will be to provide high quality customer service and technical support to our team members at Great Southern Bank. Through effective communication you will keep team members informed on the status of IT incidents and requests and you will leverage strong interpersonal skills to engage IT...

  • IT Service Desk Analyst

    2 weeks ago

    Brisbane, Queensland, Australia APA Group Full time $60,000 - $90,000 per year

    The OpportunityAt APA, our purpose is to secure Australia's energy future. We're not doing it alone. We're doing it with our customers and communities as Australia's energy infrastructure partner, a role our unique experience and expertise positions us to play.Level 1 Service Desk Analyst - Job OverviewAs a Level 1 Service Desk Analyst, your role is to...

  • IT Service Desk

    2 weeks ago

    Brisbane, Queensland, Australia Launch Group Full time $50,928 per year

    Launch are supporting a client to find an additional IT Service Desk person, to join the team on site at the clients offices in the centre of Brisbane.As theService Desk Analyst, your role goes beyond fixing problems – you'll be the point of contact for incidents and service requests. You will continually look to improve process and offer the best customer...

  • Service Desk Analyst

    2 weeks ago

    Brisbane, Queensland, Australia Smile IT Full time $60,000 - $90,000 per year

    Smile IT is searching for a Service Desk Analyst to join our team full time in our Tingalpa office This is a great opportunity to expand your skillset in a fast-paced environment.About the Role:You will be first point of contact for IT support – resolving technical issues, managing requests, and delivering exceptional customer service. You'll provide...

  • Service Desk Analyst

    2 weeks ago

    Brisbane, Queensland, Australia Green Light PS Pty Ltd Full time $60,000 - $80,000 per year

    6-12 months casual employment assignmentOnsite - Brisbane CBDCommencement Date- ASAPGreen Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe. We have...