Senior Service Desk Analyst

Data#3 Ltd; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Data#3 Ltd in Brisbane/Sydney is seeking a Senior Service Desk Analyst to join our Managed Services team. You will provide technical support with a strong focus on customer service and ownership of incidents in a fast-paced environment.

Key responsibilities include diagnosing issues, communicating updates to stakeholders, mentoring junior analysts and helping improve Service Desk processes. Strong knowledge of Windows, AD/Exchange, and ITSM tools is valued.

Qualifications

• Strong written and verbal communication skills with excellent customer service capability.
• Experience with ITSM ticketing platforms such as ServiceNow is highly regarded.
• Knowledge of ITIL and SLAs is desirable.

Responsibilities

• Provide responsive technical support and deliver high customer service quality.
• Investigate, diagnose and resolve issues using remote system management tools.
• Assess urgency and impact of incidents and requests.
• Take ownership of Major Incidents and provide timely stakeholder updates.
• Support Service Desk Analysts through queue management, knowledge review and quality assurance.
• Assist with new and improved Service Desk processes.
• Participate in transition of new clients.
• Identify and document knowledge gaps and contribute to continuous improvement.

Skills

Written & verbal communication

Customer service

Mentoring Service Desk Analysts

Incident ownership & communication

Technical troubleshooting

Remote diagnostics

Education

Diploma/tertiary qualifications

Tools

ITSM ticketing (ServiceNow)

Active Directory

Exchange

Job description

Job Description

Senior Service Desk Analyst | Brisbane | Sydney

Ready to take the next step in your Service Desk career?

We’re looking for a Senior Service Desk Analyst to join our Managed Services team in Brisbane/Sydney

This is a great opportunity for someone with strong technical troubleshooting and customer service skills who enjoys taking ownership, supporting others, and working in a fast-paced service environment.

What you’ll be doing

• Provide responsive technical support and deliver a high level of customer service
• Investigate, diagnose and resolve issues using remote system management tools
• Assess the urgency and impact of incidents and requests
• Take ownership of Major Incidents and provide timely stakeholder updates
• Support Service Desk Analysts through queue management, knowledge review and quality assurance
• Assist with new and improved Service Desk processes
• Participate in the transition of new clients
• Identify and document knowledge gaps
• Contribute to continuous improvement across the Service Desk

What we’re looking for

You’ll bring strong written and verbal communication skills, excellent customer service capability and the ability to stay effective in busy, high-pressure situations.

Experience or knowledge across the following will be highly regarded:

• Windows 10 & Windows 11 troubleshooting
• PC hardware troubleshooting
• Microsoft Office and Outlook
• Active Directory and Exchange
• ServiceNow or similar ITSM ticketing platforms
• ITIL and Service Level Agreements
• Mentoring and supporting Service Desk Analysts

Relevant tertiary or diploma qualifications and industry certifications are desirable, with ITIL v4 will be highly regarded.

Why Data#3

Data#3 is ASX200 listed and reported gross sales of $3.4 billion in FY26. Headquartered in Brisbane we have approximately 1,400 employees across 12 locations in Australia and Fiji.

We have been voted HRD's Employer of Choice for the last 11 years and named Top 10 for Australia’s Best Workplaces in Technology by Great Place To Work® in 2026.

At Data#3, we value diversity, equity, and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected, and valued—and we encourage your application. Data#3 will request as part of the recruitment process, reference checks, police checks and verification of your right to work in Australia.

Data#3 will request as part of the recruitment process reference checks and verification of your right to work in Australia. All final applicants for this position will be asked to consent to a police check. Please note that applicants with criminal records will not automatically be excluded from the recruitment process. Each application will be considered on its merits and inherent requirements of the role.