Senior It Service Desk Analyst — Brisbane

Laing O'Rourke; Brisbane; On-site; AUD 45,000 - 65,000; Full time

Benefits offered by this job

Training opportunities

Lunches and snacks provided

Bonuses and incentives for upskilling

Referral bonus

Career growth

Supplier discounts

Job summary

New Era Technology in Brisbane is seeking a Service Desk Engineer to join a collaborative, customer-focused IT team. You will provide first-line support, troubleshoot issues, and help users across Windows, Microsoft 365, and network services.

This full-time, onsite role offers growth opportunities, training and a friendly team environment, with a focus on delivering excellent client service and on-going learning.

Qualifications

• Minimum 1 year experience in a Service Desk, Helpdesk, Technical Support or Customer Service role.
• Strong customer service and communication skills with a professional phone manner.
• Basic troubleshooting across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental understanding of networking concepts including DNS, DHCP, Wi-Fi and VPN.
• Ability to follow processes, manage priorities and maintain ticket records.

Responsibilities

• Provide first-line technical support via phone and a ticketing system.
• Log, categorize, prioritize and track incidents in ConnectWise/Autotask.
• Troubleshoot issues related to user accounts, devices and apps.
• Escalate complex issues to Senior Engineers with detailed notes.
• Maintain ticket accuracy and SLA adherence.

Skills

Customer service

Communication skills

Windows desktop

Microsoft 365

Networking basics

Troubleshooting

Ticketing systems

Teamwork

IT security awareness

Documentation

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

RMM

TeamViewer

Azure/Entra ID

Microsoft 365 admin

IT Glue

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

What is the role

This is a full-time, 38-hour per week and onsite role in our Brisbane office.

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

Responsibilities

• Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
• Troubleshoot and resolve issues related to:
• User account management (password resets, unlocks, access requests).
• Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
• Basic network issues (Wi‑Fi, VPN, DNS, DHCP).
• Common business applications (SaaS tools, email, collaboration software).
• Escalate complex or unresolved issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within agreed SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow knowledge base articles (KBAs) and update IT Glue documentation as needed.
• Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Use remote support tools (TeamViewer, RMM, Screen Connect) to assist users.
• Adhere to IT security policies and report potential risks (phishing, malware).
• Contribute to process improvements and knowledge sharing within the team.

Who we are looking for

The ideal candidate is passionate about technology, enjoys helping people, and is looking to build a career in IT support. You will have excellent communication skills, a customer-focused mindset, and a willingness to learn and grow within a collaborative team environment.

Requirements

• Minimum 1 year experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role.
• Strong customer service and communication skills with a professional phone manner.
• Basic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN.
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Strong problem-solving skills and a willingness to learn.
• Ability to work collaboratively within a team environment.
• Certificate IV in Information Technology (or currently studying) is desirable.
• Recent IT graduates or candidates working towards industry certifications will be considered.
• Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.
• Previous experience in an MSP environment is advantageous.
• Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.
• Familiarity with Microsoft 365 administration.
• Exposure to Azure, Intune, or Entra ID.
• Experience using remote support tools.
• Understanding of backup, endpoint security, and monitoring concepts.

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Lunches and snacks provided
• Bonuses and incentives for upskilling
• Referral bonus