First-Line IT Service Desk Specialist — Brisbane CBD

Hudson AU; Brisbane; On-site; AUD 223,000 - 312,000; Full time

Job summary

Hudson AU in Brisbane is seeking an experienced ICT Service Desk Analyst to provide first-level technical support for staff within a Queensland Government department, reporting to the Service Desk Coordinator. This on-site role is a 4-month contract with potential extension, based in the Brisbane CBD.

Applicants must have full Australian working rights and be able to work on-site in Brisbane. The role focuses on logging, prioritising and resolving incidents or escalating as needed within SLAs,

Qualifications

• Experience in a Level 1 IT Service Desk, Help Desk or IT Support role.
• Strong troubleshooting skills across common hardware, software and end-user technology issues.
• Experience using a service desk or ITSM platform to log, track, prioritise and manage incidents and service requests.
• An understanding of incident management, escalation procedures and service level agreements.
• Proficiency with Microsoft Office applications and a good understanding of the Microsoft desktop environment.
• Excellent customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Strong organisational skills and the ability to manage competing priorities in a busy support environment.

Responsibilities

• Provide first-level IT and telecommunications support, assisting users with hardware, software and general technical issues.
• Log, categorise, prioritise and manage incidents and service requests through the service desk management system.
• Monitor incident progress and ensure issues are resolved or escalated within agreed service level agreements (SLAs).
• Troubleshoot common technical problems and coordinate with specialist support teams where required.
• Identify recurring issues and call trends, contributing to improved service delivery and incident resolution.
• Maintain accurate incident records and assist with service desk reporting and performance statistics.
• Liaise with internal users and technical teams to coordinate support and keep stakeholders informed of progress.
• Follow established service desk procedures and contribute to continuous improvement across IT support services.
• Maintain current knowledge of relevant technologies, applications and IT support practices.

Skills

Level 1 IT Service Desk

Troubleshooting

Customer service

Communication

Tools

ITSM platform

Job description

Hudson AU in Brisbane is seeking an experienced ICT Service Desk Analyst to provide first-level technical support for staff within a Queensland Government department, reporting to the Service Desk Coordinator. This on-site role is a 4-month contract with potential extension, based in the Brisbane CBD.

Applicants must have full Australian working rights and be able to work on-site in Brisbane. The role focuses on logging, prioritising and resolving incidents or escalating as needed within SLAs,