Senior Service Desk Analyst

Data#3; Brisbane; On-site; AUD 75,000 - 110,000; Full time

Job summary

Data#3 is seeking a Senior Service Desk Analyst to join our managed services team in Brisbane and Sydney. You will own major incidents, provide timely updates, guide junior analysts, contribute to process improvements, and help transition new clients while delivering exceptional customer service in a fast-paced environment.

Strong communication, ownership, and problem-solving skills are required, with familiarity of ITIL practices and common ITSM platforms like ServiceNow.

Qualifications

• Strong written and verbal communication skills.
• Excellent customer service capability.
• Ability to stay effective in busy, high-pressure situations.
• Experience with ITSM tools and ITIL practices.
• Familiarity with Windows 10/11 and MS Office.
• Knowledge of ServiceNow or similar ITSM platforms.

Responsibilities

• 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.

Skills

Communication skills

Customer service

Ownership & accountability

Ability to work under pressure

Education

Relevant tertiary or diploma qualifications

ITIL v4 certification desirable

Tools

ServiceNow

ITSM platforms

Job description

SeniorServiceDeskAnalyst|Brisbane|Sydney

ReadytotakethenextstepinyourServiceDeskcareer?

We'relookingforaSeniorServiceDeskAnalysttojoinourManagedServicesteaminBrisbane/Sydney.

Thisisagreatopportunityforsomeonewithstrongtechnicaltroubleshootingandcustomerserviceskillswhoenjoystakingownership,supportingothers,andworkinginafast-pacedserviceenvironment.

Whatyou'llbedoing

• TakeownershipofMajorIncidentsandprovidetimelystakeholderupdates
• SupportServiceDeskAnalyststhroughqueuemanagement,knowledgereviewandqualityassurance
• AssistwithnewandimprovedServiceDeskprocesses
• Participateinthetransitionofnewclients
• Identifyanddocumentknowledgegaps

Whatwe'relookingfor

You'llbringstrongwrittenandverbalcommunicationskills,excellentcustomerservicecapabilityandtheabilitytostayeffectiveinbusy,high-pressuresituations.

Experienceorknowledgeacrossthefollowingwillbehighlyregarded:

• Windows10&Windows11troubleshooting
• MicrosoftOfficeandOutlook
• ServiceNoworsimilarITSMticketingplatforms
• ITILandServiceLevelAgreements
• Relevanttertiaryordiplomaqualificationsandindustrycertificationsaredesirable,withITILv4willbehighlyregarded.

Data#3isASX200listedandreportedgrosssalesof$3.4billioninFY26.HeadquarteredinBrisbanewehaveapproximately1,400employeesacross12locationsinAustraliaandFiji.

WehavebeenvotedHRD'sEmployerofChoiceforthelast11yearsandnamedTop10forAustralia'sBestWorkplacesinTechnologybyGreatPlaceToWorkin2026.

AtData#3,wevaluediversity,equity,andinclusionaskeytoathrivingworkplace.Wearecommittedtobuildingaculturewhereeveryonefeelswelcome,respected,andvalued -andweencourageyourapplication.Data#3willrequestaspartoftherecruitmentprocess,referencechecks,policechecksandverificationofyourrighttoworkinAustralia.