Service Desk Analyst

2 days 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 remote and onsite assistance, escalate urgent matters and ensure timely, professional communication.

Why choose Smile IT?

Smile IT is one of Brisbane's leading IT Service companies – known for going the extra mile to keep clients on track, with smiles on their faces.

Our mission? To make a real difference by growing ourselves, our customers, and others. We are committed to providing a seamless experience for our clients – from the initial onboarding to supporting their custom solutions developments.

By joining Smile IT, you'll be a part of an awesome forward-thinking team offering endless possibilities.

  • Be involved with a supportive, fun workplace where customer service is the standard.

  • Join an established and growing tech team, providing career development opportunities.

  • Skill up with certifications in industry-leading tools like Microsoft and Acronis (fully paid by us).

  • Awesome perks - free parking, monthly BBQs, game nights, team-building events, and even a weekly Run Club

Key Responsibilities:

  • Respond to IT support requests via email, phone, and system alerts.

  • Troubleshoot and resolve hardware, software, network, and cloud issues remotely or onsite.

  • Review and prioritise incoming requests, ensuring accuracy and proper categorisation.

  • Manage access control and approvals in line with authorisation protocols.

  • Identify and report recurring issues to support proactive solutions.

  • Maintain accurate documentation for systems, changes, and compliance in line with Smile IT standards.

  • Stay up to date on IT trends, technologies and certifications.

  • Assist the team with ad hoc tasks and projects as required.

Skills & Experience

  • Previous experience in a similar role (IT support or service desk is a plus).

  • Familiarity with Windows and macOS environments, Microsoft 365, and basic networking concepts.

  • Exposure to ticketing systems, remote support tools, and ITIL practices is desirable (e.g. Halo PSA).

  • Ability to troubleshoot common hardware and software issues, perform basic user administration tasks (e.g. Active Directory), and follow structured escalation processes.

  • Proficient in diagnosing and resolving IT issues, with a solid foundation in technical troubleshooting and service delivery.

  • Strong problem-solving skills, attention to detail, and a methodical approach to issue resolution.

  • Excellent communication skills with the ability to support non-technical users empathetically.

  • Calm and professional under pressure, team-oriented, with a commitment to continuous learning and improvement.

Adegree in Information Technology, Computer Science or a related field (completed or near completion) is desirable.

Come make a true difference at Smile IT

To be considered for this role, please apply with your cover letter and resume outlining your relevant experience.

We look forward to hearing from you

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