Senior Service Desk Analyst

Data#3 Limited; Brisbane; On-site; AUD 90,000 - 110,000; Full time

Job summary

Data#3 Limited is a Brisbane-based, ASX200-listed company inviting a Senior Service Desk Analyst to join the Managed Services team across Brisbane and Sydney. You will provide responsive technical support, troubleshooting across Windows 10/11, AD, Exchange, and Office tools, and take ownership of major incidents with timely stakeholder updates.

You will mentor Service Desk analysts, participate in queue management, knowledge reviews, and continual process improvement while delivering exceptional

Qualifications

• Strong customer service and communications skills.
• Experience in resolving incidents with urgency and impact assessment.
• Mentoring and supporting junior analysts is a bonus.

Responsibilities

• Provide responsive technical support and high level of customer service.
• Investigate, diagnose and resolve issues using remote tools.
• Take ownership of major incidents and provide timely updates.
• Contribute to queue management, knowledge review and QA.
• Assist with new Service Desk processes and client transitions.
• Identify knowledge gaps and support continuous improvement.

Skills

Written and verbal communications

Customer service excellence

Technical troubleshooting

Ownership and accountability

Education

Relevant tertiary or Diploma qualifications

ITIL experience or certifications

Industry certifications

Tools

ServiceNow

Active Directory

Microsoft Exchange

Microsoft Office/Outlook

Job description

ReadytotakethenextstepinyourServiceDeskcareer?

We’relookingforaSeniorServiceDeskAnalysttojoinourManagedServicesteaminBrisbane/Sydney.

Thisisagreatopportunityforsomeonewithstrongtechnicaltroubleshootingandcustomerserviceskillswhoenjoystakingownership,supportingothers,andworkinginafast-pacedserviceenvironment.

Whatyou’llbedoing

Provideresponsivetechnicalsupportanddeliverahighlevelofcustomerservice

Investigate,diagnoseandresolveissuesusingremotesystemmanagementtools

Assesstheurgencyandimpactofincidentsandrequests

TakeownershipofMajorIncidentsandprovidetimelystakeholderupdates

SupportServiceDeskAnalyststhroughqueuemanagement,knowledgereviewandqualityassurance

AssistwithnewandimprovedServiceDeskprocesses

Participateinthetransitionofnewclients

Identifyanddocumentknowledgegaps

ContributetocontinuousimprovementacrosstheServiceDesk

Whatwe’relookingfor

You’llbringstrongwrittenandverbalcommunicationskills,excellentcustomerservicecapabilityandtheabilitytostayeffectiveinbusy,high-pressuresituations.

Experienceorknowledgeacrossthefollowingwillbehighlyregarded:

Windows10&Windows11troubleshooting

PChardwaretroubleshooting

MicrosoftOfficeandOutlook

ActiveDirectoryandExchange

ServiceNoworsimilarITSMticketingplatforms

ITILandServiceLevelAgreements

MentoringandsupportingServiceDeskAnalysts

Relevanttertiaryordiplomaqualificationsandindustrycertificationsaredesirable,withITILv4willbehighlyregarded.

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

WehavebeenvotedHRD'sEmployerofChoiceforthelast11yearsandnamedTop10forAustralia’sBestWorkplacesinTechnologybyGreatPlaceToWork®in2026.

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

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Information Technology Services 1,001-5,000 employees

Data#3 Limited is an ASX200 company focused on helping customers to harness the power of people and technology for a better future.

Built on a foundation of over 45 years’ experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers’ success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3’s services across consulting, project, resourcing and managed services, Data#3 is delivering the digital future.

Data#3 Limited is an ASX200 company focused on helping customers to harness the power of people and technology for a better future.

Built on a foundation of over 45 years’ experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers’ success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3’s services across consulting, project, resourcing and managed services, Data#3 is delivering the digital future.

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What can I earn as a Service Desk Analyst