Senior Service Desk Analyst

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Human Resource & Talent Acquisition Specialist Join our high-performing team in a customer-focused role Work for an HRD Employer of Choice winner for 10 years in a row! Role based in Brisbane, close to public transport - hybrid working The Role : We are looking for an experienced Senior Service Desk Analyst to join our National Managed Service team to improve the support for our growing customer base.

You will be a proactive individual who is passionate about customer service.

If you are looking for a Senior role in a growing and fast-paced environment, then this could be the ideal next step for your career.

Key Responsibilities : Provide Service Desk support to our key customers Work closely with internal & external stakeholders Manage multiple requests via customer portal, email, and phone calls Develop and maintain deep customer relationships Identify trend opportunities to improve ticket workflow Assist the team in maintaining SLA compliance Develop & mentor junior team members Background and Experience : At least 2-3 years of experience working in a corporate environment as a Service Desk Analyst Experience in ticket management tools Proven track record in providing excellent customer service and technical support Knowledge and experience in Active Directory, Azure AD, Citrix, Exchange, Windows O / S – 10 / 11, Office Suite 2013 / 16, Office 365 Excellent knowledge and experience in supporting hardware – Desktop, Printers and Peripherals ITIL certification or have knowledge of ITIL Reliability, efficiency, and the ability to learn processes and technologies quickly Experience working in a Managed Service Provider environment is desirable Able to independently work autonomously Relevant Tertiary or Diploma qualifications and industry certifications Demonstrated experience in a Service Desk, Call Centre or related graduate program An understanding of ITIL & Service Level Agreements Experience with technologies : Active Directory user / group / policy management Windows 10 / 11 build and full management via Intune / SCCM Desktop Application deployment through GPO or Intune Policies Fleet Management (laptops, mobiles, iPads, and desktops) MAM / MDM deployment and operational management M365 Operational management – Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory. Service-Now or similar ITSM Ticket Logging systems Who is Data#3? Voted HRD's Employer of Choice for the last 10 years and named one of Australia's Best Workplaces in Technology by Great Place To Work in 2024, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART). These values are integral to the way Data#3 works internally and externally with our customer.

We are currently seeking a 24x7 Systems Support Engineer to provide operational and technical support to our customers within our Services Business.

At Data#3, we value diversity, equity, and inclusion as key to a thriving workplace. We are committed to building a culture where everyone feels welcome, respected, and valued—and we encourage your application.

Please note that Data#3 will request as part of the recruitment process, reference checks and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements.

Ref : KISH112856

Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Data#3 by 2x

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