Enterprise IT Service Desk Analyst – Onsite & Growth Path

First Focus; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

First Focus in Australia is seeking a Service Centre Analyst to join a large enterprise team delivering quality IT support. The role is onsite in a busy environment, with weekend and after-hours work, and a path from Level 1 to Level 3 based on experience.

You’ll troubleshoot across Microsoft Server/Desktop, Active Directory, Exchange, and Citrix, handle incidents and requests, and collaborate with colleagues to fix problems right the first time.

Qualifications

• Experience in a Helpdesk or Service Desk environment.
• Strong troubleshooting and attention to detail.
• Familiar with ticketing systems, SLAs, and time tracking.
• Knowledge of ITIL concepts and service delivery best practices.
• Calm, professional customer service mindset and excellent communication.
• Ability to work well under pressure.

Responsibilities

• Provide tier-1 to 3 support in an enterprise Service Centre.
• Manage incidents, requests, and problems in a busy environment.
• Configure and troubleshoot desktops and endpoint hardware.
• Work onsite as part of a large team with weekend and after-hours shifts.

Skills

Helpdesk experience

Troubleshooting

Customer service

Communication skills

ITIL knowledge

Ticketing systems

SLA awareness

Pressure handling

Tools

Active Directory

Exchange

Citrix

Microsoft Server

Job description

First Focus in Australia is seeking a Service Centre Analyst to join a large enterprise team delivering quality IT support. The role is onsite in a busy environment, with weekend and after-hours work, and a path from Level 1 to Level 3 based on experience.

You’ll troubleshoot across Microsoft Server/Desktop, Active Directory, Exchange, and Citrix, handle incidents and requests, and collaborate with colleagues to fix problems right the first time.