Senior Service Desk Analyst — Lead Support & Process Improvement

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

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.