Service Desk Analyst

Centacare; Brisbane; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Salary packaging

Job summary

Centacare is seeking a Level 2 Service Desk Analyst to join our Technology team in Brisbane on a six-month fixed-term contract. You’ll provide frontline support to employees, resolve common IT issues, and escalate more complex cases to the appropriate teams.

You’ll work with Microsoft 365, Windows 11, Teams, and Active Directory/Microsoft Entra, while helping maintain SLAs and delivering a positive user experience.

Qualifications

• 6–12 months’ experience in an enterprise Service Desk or technical support environment.
• Experience providing technical support in a corporate or enterprise environment.
• Familiarity with Microsoft 365 from both user and admin perspectives.

Responsibilities

• Providing first-line and Level 2 technical support to Centacare employees.
• Responding to service requests and incidents through our Service Desk.
• Troubleshooting user, PC, account and access issues.
• Supporting employees with Microsoft 365, Windows 11 and Teams.
• Managing user accounts through Active Directory and Microsoft Entra.
• Logging, triaging, prioritising and resolving tickets.
• Escalating more complex technical issues to the appropriate team.
• Keeping users informed while their issue is being resolved.
• Working within agreed service levels and helping the team meet SLA expectations.
• Completing required compliance and cyber-security training.
• Travelling to Centacare sites when required, with access to a shared fleet vehicle.

Skills

Customer service

Communication skills

Troubleshooting

Tools

Microsoft 365

Windows 11

Active Directory

Microsoft Entra

Microsoft Teams

Ticketing system

Job description

Level 2 Service Desk Analyst — Centacare | Brisbane | On-site | 6-Month Fixed-Term Contract

Good IT support is more than fixing the issue. It’s making someone’s day easier while you do it. Centacare is looking for a Level 2 Service Desk Analyst to join our Technology team on a six-month fixed-term contract, providing maternity leave cover. You’ll be one of the first people our employees turn to when technology isn’t behaving the way it should.

Sometimes it will be an account or login issue. Sometimes it will be Microsoft 365, Windows, Teams or a device that has decided not to cooperate five minutes before an important meeting. Whatever the problem, we’re looking for someone who can stay calm, ask the right questions, troubleshoot logically and make the experience easy for the person on the other end.

This is a great opportunity for someone with early enterprise service desk experience who is ready to build their technical capability in a larger environment and work alongside an experienced technology team.

About Centacare

Centacare is a purpose‑led, not‑for‑profit organisation supporting children, families, individuals and communities across Queensland. Our Technology team supports employees across a broad and diverse organisation, helping make sure our people have the systems, devices and support they need to do their jobs well. Technology is an important part of how we deliver our services, and our Service Desk is often the first point of contact when someone needs help. That means technical knowledge matters — but so does patience, communication and genuinely good customer service.

The opportunity

As our Level 2 Service Desk Analyst, you’ll provide frontline technology support to employees across Centacare. You’ll manage and triage service requests, resolve common user, device and account issues and elevate more complex problems to the appropriate technical teams when required.

You’ll work across areas including:

• Microsoft 365


• Windows 11


• Microsoft Teams


• Active Directory


• Microsoft Entra


• User accounts and access


• PCs and end‑user devices


• Ticketing systems


• General troubleshooting and incident triage

You won’t be expected to know absolutely everything. What matters is that you have a solid technical foundation, know how to troubleshoot methodically and are comfortable asking questions when something needs to be escalated.

What you’ll be doing

Your day-to-day responsibilities will include:

• Providing first-line and Level 2 technical support to Centacare employees


• Responding to service requests and incidents through our Service Desk


• Troubleshooting user, PC, account and access issues


• Supporting employees with Microsoft 365, Windows 11 and Teams


• Managing user accounts through Active Directory and Microsoft Entra


• Logging, triaging, prioritising and resolving tickets


• Escalating more complex technical issues to the appropriate team


• Keeping users informed while their issue is being resolved


• Working within agreed service levels and helping the team meet SLA expectations


• Maintaining accurate ticket notes and support records


• Supporting a positive customer experience, even when someone is frustrated or under pressure


• Collaborating with other Technology team members to resolve issues


• Completing required compliance and cyber-security training


• Travelling to Centacare sites when required, with access to a shared fleet vehicle

About you

You’re probably someone who enjoys solving problems. You like working out why something isn’t working, but you also understand that the person asking for help may not speak "IT". You can explain things clearly without making someone feel silly for asking. You’re organised, patient and comfortable working through a queue of competing requests while keeping people updated.

You’ll ideally bring:

• At least 6–12 months’ experience in an enterprise Service Desk, Help Desk or technical support environment


• Experience providing technical support in a corporate or enterprise environment


• Familiarity with Microsoft 365 from both the user and administration side


• Working knowledge of Windows 11


• Understanding of Active Directory and Microsoft Entra


• Familiarity with Microsoft Teams administration and user support


• Experience working with a ticketing or service management system


• Good troubleshooting and problem‑triage skills


• Strong customer service and communication skillsThe ability to prioritise multiple tickets and work within service‑level expectations


• A collaborative approach and willingness to learn

Microsoft certifications would be highly regarded. Experience within a not‑for‑profit or community services environment would also be beneficial, but it isn’t essential.

What success looks like

You’ll know you’re doing well when:

• Service requests are handled within agreed SLAs


• Employees feel supported and informed


• Tickets are triaged and escalated appropriately


• Your technical knowledge continues to grow


• You work effectively with other Technology teams


• Required compliance and cyber‑security training is completed


• You’re contributing to a positive Service Desk experience rather than simply closing tickets

Why join Centacare?

Build your technical career

This is a great opportunity to continue developing your enterprise IT experience and gain exposure to a broad technology environment. For someone who performs well and continues building their capability, experience in this role can provide a pathway toward opportunities such as Systems Engineer or Team Leader.

Work with an experienced technology team

You’ll have people around you to learn from, ask questions and collaborate with when an issue needs deeper technical expertise.

Work with purpose

The people you support are delivering services to children, families and communities across Queensland. When you help their technology work properly, you’re helping them focus on the work that really matters.

Salary packaging

As part of a not‑for‑profit organisation, eligible employees can access salary packaging benefits.

Does this sound like you?

If you enjoy technology, solving problems and helping people — and you’re looking for an opportunity to grow your enterprise Service Desk experience — we’d love to hear from you. You don’t need to have encountered every possible IT problem before. You do need curiosity, good judgement, strong customer service and the willingness to keep learning. And if you’re the person your friends and colleagues already call when their laptop, Teams or password suddenly stops cooperating, you’ll probably feel quite at home here.

Our Commitment to Keeping our Staff and Children Safe

Centacare is dedicated to ensuring the safety and wellbeing of all children in its care and maintains a zero‑tolerance approach to any form of abuse. The protection of children is our highest priority. To uphold this commitment, we conduct referee checks and criminal history screenings as part of our recruitment process, and employees working with children are required to hold a current Queensland Working with Children Check (Blue Card). Centacare is an equal opportunity employer and values diversity. We encourage applications from individuals from diverse backgrounds.