Senior Service Desk Analyst: Lead, Troubleshoot & Improve

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

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.