Service Centre Analyst

First Focus It P/L

Brisbane

On-site

AUD 41,000 - 55,000

Full time

14 days+

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Job summary

First Focus IT is seeking a Service Centre Analyst to join the on-site team supporting a large Queensland institution. You will handle incidents, requests and problems with a calm, customer-focused approach in a high-pressure environment.

The role is casual but may offer full-time hours and a pathway to permanent employment with the client. Weekend and after-hours work are possible as part of a busy service desk.

Qualifications

Experience in a Helpdesk or Service Desk environment.
Strong troubleshooting skills and attention to detail.
Excellent communication skills, written and verbal.
Ability to work well under pressure and maintain professionalism.

Responsibilities

Deliver high-quality support in an enterprise environment.
Be part of a large on-site Service Centre team.
Hands-on with Microsoft Server and Desktop environments.
Active Directory and Exchange access management.
Incident, request, and problem resolution across a busy service desk.

Skills

Helpdesk / Service Desk experience

Troubleshooting

Customer service mindset

Communication skills

Pressure management

Tools

Ticketing systems

Job description

$30 - $40 per hour + exciting long term opp

So… you like solving problems under pressure?

Good. Because this role sits right at the beating heart of a large enterprise environment supporting a seriously important Queensland institution. No pressure at all. (Okay, a bit of pressure, but the good kind.)

We’re on the hunt for Service Centre Analysts who enjoy variety, teamwork, and the quiet satisfaction of fixing things properly the first time. If you take pride in being calm when systems wobble, users panic, and tickets multiply like gremlins, keep reading.

About First Focus (quick intro, no fluff)

We’re First Focus, Australia’s #1 mid-market MSP, Cloudtango says so, eight years running. We’ve got 330+ smart humans across Australia, New Zealand, and the Philippines, and we’ve been growing steadily for 15+ years without the chaos, politics, or hero culture.

Our values matter here. We Win Together, Always Communicate, Be the Solution, and Never Stop Growing. You’ll feel that in how teams work, how leaders lead, and how learning is genuinely supported. More about us if you’re curious at www dot firstfocus dot com dot au.

What you’ll actually be doing

You’ll be part of a large, welcoming Service Centre team delivering high-quality support in an enterprise environment. Expect a mix of pace, complexity, and collaboration. Please note the following important details:

You need to be willing to work onsite as part of a large team doing mission critical work. This role is not for those who need to WFH.

The role is casual but:

You can expect full-time or close to full time hours

You can expect to be treated like a permanent employee

Top performers are often promoted and/or hired directly by our client

The role involves weekend and after-hours work

You’ll be hands-on with:

Microsoft Server and Desktop environments

Active Directory and Exchange access management

Desktop and endpoint hardware configuration and troubleshooting

Incident, request, and problem resolution across a busy service desk

What will help you succeed

You don’t need to tick every box, but most strong candidates bring a solid mix of the below:

Proven experience in a Helpdesk or Service Desk environment

Strong troubleshooting skills and attention to detail (the small stuff matters)

Experience with ticketing systems, SLAs, and time tracking

Working knowledge of ITIL concepts and best-practice service delivery

A genuine customer service mindset, calm, clear, and professional

Excellent communication skills, written and verbal

The ability to work well under pressure without becoming “that person”

Why this role is worth your time

Enterprise-scale environment with meaningful, real-world impact

A supportive, well-structured Service Centre (no chaos theatre)

Opportunities across Level 1, Level 2, and Level 3, depending on experience

Opportunities to grow and be promoted baked in from day one

A team culture that’s collaborative, informed, and refreshingly low-ego

If you’re looking to deepen your Service Centre skills, work with good humans, and be trusted to do your job properly, this could be your next smart move.

Neurodiversity Statement

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Information Technology Services 101-1,000 employees

First Focus IT is Australia's #1 MSP and an innovative provider of IT solutions, dedicated to helping organizations harness the power of technology to drive their success. We pride ourselves on our commitment to delivering exceptional service, reflected in our recognition as the top Managed Service Provider for medium-sized businesses for seven consecutive years.

We focus on hiring and retaining Australia's best IT professionals and we deliver a broad range of services designed to meet the unique needs of mid sized clients. We support over 35,000 end-users across a diverse clientele and help our people develop and grow, focusing on transparency, training and promotion from within.