Helpdesk / Level 1 Support - ICT

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

We are seeking an experienced ICT Service Desk Analyst to provide first-level technical support to staff within a Queensland Government department. Reporting to the Service Desk Coordinator, you will be the first point of contact for IT-related incidents, service requests and technical enquiries. You will play an important role in delivering a responsive, customer-focused service, ensuring issues are accurately recorded, prioritised and resolved or escalated within agreed service levels.

This is an excellent opportunity for a service-oriented IT professional who enjoys troubleshooting technical issues, supporting end users and working in a structured IT Service Management (ITSM) environment.

This will be a intitial 4 month contract with view to extend, based in the Brisbane CBD. Applications must have full Australian working rights, and work onsite in Brisbabe CBD.

Role closes on the 21st of OCT, applications received after this date can be considered for other similar roles.

Key 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 and Experience

To be successful in this role, you will bring:

• 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.
• A collaborative approach, with the confidence to work independently, escal

What You’ll Bring

You will be a customer-focused IT professional who takes ownership of issues, maintains accurate records and understands the importance of timely, reliable technical support. You will be comfortable working within established processes while identifying opportunities to improve the end-user experience.

Experience supporting users in a large, complex or government environment will be advantageous

Diversity, Equity & Inclusion at Hudson

Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen

Casual Loading

Please note for all Australian based contract and temporary roles only, the pay rate is inclusive ofmandatory 25% casual loading. This excludes permanent and fixed term roles.

Due to current Victorian labour hire licence restrictions, Hudson is not advertising, offering or accepting applications for contract, temporary or labour hire roles that are based in Victoria or otherwise connected to Victoria. These restrictions do not apply to permanent or fixed term employment opportunities.