Senior Service Desk Analyst
2 days ago
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 days ago
Brisbane, Queensland, Australia OneStop IT Talents Full time $60,000 - $90,000 per yearAn exciting 12-month fixed-term opportunity has opened with our client, a leading name in the insurance industry, for a Service Desk Analyst to join their supportive team.We are looking for motivated and dedicated professionals who demonstrate a strong sense of personal accountability.This is a hybrid position, requiring 4 days in the office and 1 day from...
-
IT Service Desk Analyst
7 days ago
Brisbane, Queensland, Australia Icon Group Full time $60,000 - $90,000 per yearInformation 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
1 week ago
Brisbane, Queensland, Australia Icon Group Full time $60,000 - $90,000 per yearKey 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
7 days ago
Brisbane, Queensland, Australia efex Full time $60,000 - $90,000 per yearReady to take the next step in your IT career?At efex, no two days are the same. You'll work across a variety of client environments, get hands-on with cutting-edge technologies, and be backed by a down-to-earth team that genuinely wants you to succeed.Who We AreWith over 20 local branches supported by a strong national presence, efex is one of Australia's...
-
Service Desk Analyst
2 days ago
Brisbane, Queensland, Australia Avant Mutual Full time $60,000 - $90,000 per yearLocation:Brisbane (hybrid 4 days in the office)Type:12 Month Fixed Term ContractAvant is Australia's leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years.Avant now represents 90,000 health practitioners and medical students across every state and territory, delivering market leading...
-
Service Desk Analyst
4 days ago
Brisbane, Queensland, Australia Queensland Fire Department Full time $80,000 - $120,000 per yearQueensland Fire DepartmentStatusPermanent Flexible Full-timeClassificationAO4Salary:$89, $98,158.00 per annumDivisionStrategy & Corporate ServicesRegion/DirectorateINFO & TECHWork UnitService CentreLocation:Kedron, 4031Closing DateMidnight, 23rd September 25Reference NoQLD_QFD_21032_25Current Queensland Fire Department employees and volunteers must apply via...
-
Technology Service Desk Analyst
2 days ago
Brisbane, Queensland, Australia King & Wood Mallesons Full time $60,000 - $90,000 per yearWe are seeking a service desk problem solver; Audio Visual SME; Customer centric networker - Sound like you?Continue your service desk career in this varied role working with cutting edge technology and with access to high quality equipment, plus an opportunity to stay up to date with AI.2025 winner of 'Australia Firm of the Year' - International Financial...
-
Technology Service Desk Analyst
2 days ago
Brisbane, Queensland, Australia King & Wood Mallesons Full time $90,000 - $120,000 per yearWe are seeking a service desk problem solver; Audio Visual SME; Customer centric networker - Sound like you?Continue your service desk career in this varied role working with cutting edge technology and with access to high quality equipment, plus an opportunity to stay up to date with AI.2025 winner of 'Australia Firm of the Year' - International Financial...
-
Service Desk Analyst
2 days ago
Brisbane, Queensland, Australia Queensland Government Full time $104,000 - $130,878 per yearAbout us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and...
-
Service Desk Engineer
7 days ago
Brisbane, Queensland, Australia IT Integrity Pty Ltd Full time $60,000 - $100,000 per yearAbout UsEstablished 2001 with a Core Ethos to help clients identify technology investments that underpin commercial outcomes - IT Integrity is a partner in our client's success.20+ years of Merger & Acquisition and Capital Works experienceFounding clients Pfizer & ALDI Stores (still clients today) IT Integrity has led large scale global M&A activity,...