Service Centre Analyst

First Focus; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

First Focus in Australia is seeking a Service Centre Analyst to join a large enterprise team delivering quality IT support. The role is onsite in a busy environment, with weekend and after-hours work, and a path from Level 1 to Level 3 based on experience.

You’ll troubleshoot across Microsoft Server/Desktop, Active Directory, Exchange, and Citrix, handle incidents and requests, and collaborate with colleagues to fix problems right the first time.

Qualifications

• Experience in a Helpdesk or Service Desk environment.
• Strong troubleshooting and attention to detail.
• Familiar with ticketing systems, SLAs, and time tracking.
• Knowledge of ITIL concepts and service delivery best practices.
• Calm, professional customer service mindset and excellent communication.
• Ability to work well under pressure.

Responsibilities

• Provide tier-1 to 3 support in an enterprise Service Centre.
• Manage incidents, requests, and problems in a busy environment.
• Configure and troubleshoot desktops and endpoint hardware.
• Work onsite as part of a large team with weekend and after-hours shifts.

Skills

Helpdesk experience

Troubleshooting

Customer service

Communication skills

ITIL knowledge

Ticketing systems

SLA awareness

Pressure handling

Tools

Active Directory

Exchange

Citrix

Microsoft Server

Job description

Service Centre AnalystSo… 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: https://www.firstfocus.com.au/about-us/

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 be expected 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
• Citrix hosted desktop environments
• 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.