First-Line IT Helpdesk Analyst – Onsite Brisbane

UpperGround by Hudson; Brisbane; On-site; AUD 41,000 - 55,000; Full time

Job summary

Hudson is seeking an experienced ICT Service Desk Analyst to provide first-level IT support to staff within a Queensland Government department, based in Brisbane CBD. This is a 4-month contract with potential extension and requires Australian working rights and onsite presence in Brisbane CBD.

Reporting to the Service Desk Coordinator, you will log and triage incidents, prioritise requests, and ensure timely resolution or escalation within SLAs in a structured ITSM environment.

Qualifications

• Experience in a Level 1 IT Service Desk or IT Support role.
• Strong troubleshooting across hardware, software and end-user tech.
• Experience using an ITSM platform to log and track incidents.
• Understanding of incident management and SLAs.
• Proficiency with Microsoft Office and Windows desktop environment.
• Excellent customer service and communication skills.
• Strong organisational skills and ability to manage priorities.
• Collaborative and able to work independently under pressure.

Responsibilities

• Provide first-level IT and telecommunications support for users.
• Log, categorize, prioritize, and manage incidents in the service desk system.
• Monitor incident progress and ensure resolution or escalation within SLAs.
• Troubleshoot common technical problems and coordinate with specialists.
• Identify recurring issues and contribute to service improvements.
• Maintain accurate incident records and assist with reporting.
• Liaise with users and technical teams to update on progress.
• Follow service desk procedures and contribute to IT support improvements.
• Maintain current knowledge of technologies and IT support practices.

Skills

Level 1 IT Service Desk

Troubleshooting

Customer service

Communication

Organisational skills

Independent work

Calm under pressure

Tools

ITSM platform

Microsoft Office

Job description

Hudson is seeking an experienced ICT Service Desk Analyst to provide first-level IT support to staff within a Queensland Government department, based in Brisbane CBD. This is a 4-month contract with potential extension and requires Australian working rights and onsite presence in Brisbane CBD.

Reporting to the Service Desk Coordinator, you will log and triage incidents, prioritise requests, and ensure timely resolution or escalation within SLAs in a structured ITSM environment.