Senior Service Desk Analyst

Data#3; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Data#3 is seeking a Senior Service Desk Analyst to join our Managed Services team in Brisbane/Sydney. You’ll deliver responsive, high-quality technical support, take ownership of incidents, and mentor junior analysts.

Strong communication and ITSM experience, including ServiceNow, are essential for success in our fast-paced environment. Desirable qualifications include ITIL v4 and relevant tertiary or diploma credentials.

Qualifications

• Strong written and verbal communication skills.
• Customer service orientation with ability to work in a fast-paced environment.
• Experience mentoring Service Desk Analysts and supporting knowledge sharing.
• Familiarity with ITSM ticketing platforms (ServiceNow or similar).
• ITIL v4 certification or equivalent desirable.

Responsibilities

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

Skills

Communication skills

Customer service

Troubleshooting

Ownership

Mentoring

Queue management

Quality assurance

Education

ITIL v4

Tools

ServiceNow

Job description

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.

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.

Sound like your next move? We’d love to hear from you. Apply today!