Service Desk Analyst - Brisbane

Emmbr; Brisbane; On-site; AUD 60,000 - 80,000; Part time

Job summary

Emmbr in Brisbane is seeking a practical Service Desk Analyst for a 12-week daily-rate assignment. You’ll provide hands-on L1/L2 support across Windows, networks, and IT services in a busy, large-scale IT environment, with emphasis on ownership of incidents and timely updates.

This BAU role focuses on problem resolution, clear communication, and calm handling of queues. You’ll diagnose issues, assist users remotely, and collaborate with vendors as needed to keep service levels met.

Qualifications

• Hands-on L1/L2 technical support experience.
• Experience diagnosing hardware, software and network issues.
• Experience with password resets and account management.
• Ability to manage incidents to resolution within SLAs.
• Police check completed within the required timeframe.

Responsibilities

• Provide responsive L1 and L2 support via phone and ticketing.
• Diagnose and troubleshoot hardware, software and network issues.
• Complete remote software installations and admin tasks including password resets and access management.
• Take ownership of service requests through to resolution or proper triage.
• Work with vendors on escalations and contribute to knowledge base documentation.
• Advise, educate and support users while managing resources and access.

Skills

Windows

Remote desktop

Networking

ITIL v4

O365 / Cloud services

Education

Tertiary IT qualification or equivalent

Tools

Ticket management tools

Remote management

Job description

12-week daily-rate opportunity | Brisbane | 5 days onsite

Hands on L1/L2 support in an amazing environement

Customer-focused | National organisation | Large IT stack

If you're the kind of Service Desk Analyst who wants to solve the problem rather than simply log the ticket, this could be a great short-term opportunity.

You’ll join a busy, large scale environment providing hands on Level 1 and Level 2 support to users across a broad range of technology. This is a BAU focused position where you’ll troubleshoot, take ownership of incidents and requests, support users directly and keep things moving within agreed service levels.

It’s a role for someone who enjoys variety, communicates well and can remain calm and organised when the queue gets busy.

About the Role

• Provide responsive L1 and L2 technical support through phone and ticketing channels.
• Diagnose and troubleshoot hardware, software and network issues, guiding users through solutions.
• Complete remote software installations and general administration including password resets, account creation and access management.
• Take ownership of service requests and incidents, managing them through to resolution or appropriate triage within agreed service levels.
• Work with vendors on escalations, research solutions and contribute to maintaining accurate knowledge base documentation.
• Advise, educate and support users while administering shared resources, software permissions, drives and accounts.

About You

• Strong hands on technical capability across Windows, remote desktop services, hardware, networking, telecommunications and internet troubleshooting.
• Working knowledge of Microsoft platforms, O365/cloud services, remote management and ticket management tools.
• Excellent communication, customer service, troubleshooting and problem solving skills with strong attention to detail.
• Comfortable handling competing priorities, difficult situations and conflict while maintaining your composure in a high pressure environment.
• Relevant tertiary IT qualifications or equivalent practical experience, ideally gained within a large or complex operating environment.
• ITIL v4 certification is desirable, and you’ll need evidence of a police check completed within the required three-year timeframe.

If you enjoy taking ownership, helping people and getting technical issues properly resolved, I want to hear from you.