Service Desk Analyst

The Essential Healthcare Group; City of Brisbane; On-site; AUD 65,000 - 85,000; Full time

Job summary

The Essential Healthcare Group is seeking a Service Desk Analyst in Brisbane to provide Level 1 and Level 2 ICT support within a mission-critical environment. You will act as the first point of contact for users, ensuring timely incident resolution, service restoration, and escalation when needed.

Working within an ITIL-aligned service management framework, you will support 24x7 operations through proactive monitoring, incident management, customer engagement, and collaboration with technical

Qualifications

• Demonstrated troubleshooting and diagnostic skills across ICT environments.
• Strong written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced operational environment.
• Customer-focused mindset with a commitment to delivering positive service outcomes.

Responsibilities

• Log, categorize, prioritize, resolve incidents and service requests within SLAs.
• Monitor ICT infrastructure, network services, applications, and dashboards to detect issues.
• Triage incidents, coordinate escalations to specialists, and support restoration and major incident activities.
• Provide responsive support including troubleshooting, onboarding, account administration, and access management.
• Contribute to knowledge management, service improvement initiatives, and compliance activities.

Skills

Troubleshooting

Diagnostic skills

Communication

Job description

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission-critical network monitoring and operational support environment. Acting as a first point of contact for users, this role ensures timely incident resolution, service restoration, and escalation of technical issues impacting network availability, performance, and operational capability. Working within an ITIL-aligned service management framework, the role supports 24x7 operational environments through proactive monitoring, incident management, customer engagement, and collaboration with technical support teams.

Key responsibilities include:

• Manage incidents and service requests, including logging, categorisation, prioritisation, resolution, and customer communication within agreed service levels.
• Monitor ICT infrastructure, network services, applications, and operational dashboards to identify service degradation, outages, and performance issues.
• Perform incident triage and diagnosis, coordinate escalations to specialist teams, and support service restoration, recovery, and major incident activities.
• Deliver responsive customer support, including troubleshooting assistance, onboarding support, account administration, and access management.
• Contribute to continuous improvement through operational documentation, knowledge management, service improvement initiatives, and compliance activities.

About You

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

• Demonstrated troubleshooting and diagnostic skills across ICT environments.
• Strong written and verbal communication skills with the ability to engage effectively with stakeholders and customers.
• Proven ability to manage competing priorities in a fast-paced operational environment.
• Customer-focused mindset with a commitment to delivering positive service outcomes.
• Strong attention to detail, accountability, teamwork, and the ability to remain calm under pressure.

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.