Service Desk Analyst

  • Australia
  • Brisbane
  • Contract
  • Including Super

Talent International is searching for an experienced Service Desk Analyst to join our client, a not-for-profit company based in Milton, Brisbane on an 3 Month Initial Contract with the opportunity to go permanent.

// 3 Month Contract + Option to go permanent
// 2 Days WFH Per Week
// Milton, Brisbane Location

The role:

As a Service Desk Analyst, you will be responsible for delivering exceptional IT customer support to internal users across Australia, both in person and remotely. This pivotal role ensures the smooth operation of IT systems, effectively troubleshooting and resolving technical issues to minimise downtime. You will play an essential part in the day-to-day IT operations by managing service requests, incidents, and escalations, collaborating with both internal technical teams and external vendors to provide swift resolutions and ensure business continuity.

This position will allow you to engage with a variety of technologies while contributing to the overall efficiency of the organisation’s IT infrastructure. You will manage user accounts, maintain hardware and software systems, and provide support for desktop, network, and telephony environments. Additionally, you’ll contribute to continuous improvement initiatives within the IT department by documenting system configurations and processes, as well as offering insights into how systems can be improved.

Responsibilities:

  • Deliver first- and second-line IT support to internal users, troubleshooting issues related to software, hardware, telephony, and network systems to ensure the continuity of business operations.
  • Triage incoming requests by determining issue types, setting priority levels, and escalating issues to the appropriate technical teams when necessary.
  • Manage and maintain the service desk ticketing system by ensuring accurate logging, tracking, and timely resolution of incidents and service requests.
  • Perform user account administration, including account creations, decommissions, and role-based access control management, ensuring all requests comply with company policies.
  • Install, configure, and maintain Windows-based systems, desktop hardware, and business-critical software in accordance with user needs and business requirements.
  • Maintain stock and deploy mobile devices, including handsets and tablets, ensuring that mobile technology is available and functional for all users.
  • Regularly liaise with external suppliers and technical support agencies to resolve complex hardware and software issues, and implement solutions as recommended.
  • Develop and update system documentation, ensuring it reflects current system configurations and operational support procedures.
  • Participate in rostered on-call duties to provide after-hours support for urgent incidents or system outages.
  • Occasionally travel intrastate or interstate as required, assisting with IT setups and troubleshooting at various locations.

Requirements:

  • Certificate-level qualifications in IT or relevant field, with at least 1 year of experience, or a minimum of 3 years of experience in an operational IT support role.
  • Demonstrated hands-on experience with core IT systems and technologies, including Active Directory, Microsoft Exchange, and IT service management tools.
  • Proficient in Windows 10, Office 365, VMWare, and familiar with ITIL principles to maintain efficient, standardized processes for IT services.
  • Exceptional problem-solving skills with the ability to perform root cause analysis and apply creative solutions to system issues.
  • Strong interpersonal and communication skills, with the ability to engage both technical and non-technical stakeholders across all levels of the organization.
  • Ability to manage multiple tasks simultaneously and work effectively both autonomously and in a team.
  • Knowledge of Lan/WAN, VPN, and Satellite NBN connections (desirable but not mandatory).
  • Must have a Working with Children Clearance (Blue Card, QLD) and a satisfactory National Criminal History Check.
  • Unrestricted Driver’s Licence to accommodate travel requirements between sites.

How to Apply:

To find out more, please “Apply for this job” or contact James Grierson or Mats Rorvik on 07 3031 4522 or james.grierson@talentinternational.com or mats.rorvik@talentinternational.com

For a list of all vacant positions, please see our website www.talentinternational.com

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