Service Desk Analyst

Fortitude Valley, Brisbane | Permanent Opportunity

An established national construction and infrastructure organisation is seeking a Service Desk Analyst to join its Information Technology team, based at its head office near Brisbane CBD.

This is a great opportunity for an IT support professional who enjoys working directly with users, solving technical problems and delivering a high level of customer service. Working within a close-knit IT team, you’ll provide Level 1 and Level 2 support across the organisation and play an important role in keeping employees connected, productive and supported.

The Role

As a Service Desk Analyst, you will be a key point of contact for technology support across the business. Your responsibilities will include:

• Providing Level 1 and Level 2 technical and desktop support.
• Logging, managing and resolving incidents and service requests within agreed service levels.
• Troubleshooting desktop hardware, software, applications and connectivity issues.
• Installing, configuring and deploying hardware and software.
• Supporting users across Microsoft technologies, remote access and business applications.
• Providing guidance and training to employees on IT systems and technology.
• Maintaining the IT Asset Register and supporting the lifecycle of IT equipment.
• Coordinating the ordering, allocation, collection and retirement of IT assets.
• Escalating more complex technical issues where required while maintaining a positive user experience.

About You

We are looking for someone who combines strong technical fundamentals with a genuine customer-service mindset.

You will ideally bring:

• Previous experience in a Service Desk, Help Desk, Desktop Support or IT Support role.
• Tertiary qualifications in Information Technology or a related discipline.
• Good knowledge of desktop hardware and software environments.
• Experience supporting Microsoft products and technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills and the ability to support both technical and non-technical users.
• A professional, responsive and customer-focused approach.
• The ability to work collaboratively within a small, solutions-focused team.
• Strong organisation skills and attention to detail.

The Opportunity

You’ll join an established organisation with a broad technology environment and a diverse internal user base. The role provides the opportunity to develop your technical capability, gain exposure across different areas of IT and build strong relationships throughout the business.

If you’re an approachable, technically capable IT support professional looking for your next opportunity, we’d love to hear from you.