IT Service Delivery Analyst

We are seeking a Level 1/2 IT Support Officer to join our client’s Brisbane office and provide a wide range of IT Support services.

• Level 1/2 IT Support
• 12-month fixed-term position (possible conversion to perm)
• Salary Package of $75,000 inc. super
  
  

Overview

You will be responsible for providing Level 1 technical support to users and handling timely escalation and management of requests and incidents.

If you have excellent time management skills and enthusiasm for delivering exceptional customer service, we want to hear from you. We have big ambitions for this space, so we’re looking for drive, passion, and energy to bring our plans to life.

Reporting to the Service Delivery Team Leader, you’ll be responsible for:

• Maintain strong relationships with customers and service providers.
• Provide technical and application support on-site or remotely, including user support and provisioning requests.
• Triage and resolve reported issues; escalate to appropriate support levels when required.
• Minimise downtime by resolving incidents promptly and implementing preventative measures.
• Track and manage work records, including maintaining the asset register.
• Perform regular operational and housekeeping tasks in line with defined standards.
• Participate constructively in meetings, departmental or corporate projects, and cross-functional collaboration.
• Ensure services are delivered in accordance with relevant codes, standards, and performance targets.
• Maintain a solid understanding of the IT environment and its application across business units.
• Participate in after-hours on-call support as part of a roster.
• Undertake additional tasks as directed by management.
  
  

Ideal Experience

• Degree in Computer Science / Information Technology or equivalent industry experience
• Relevant industry certifications
• ITIL Foundation
• Customer-oriented with strong interpersonal and time management skills
• Ability to communicate clearly and effectively
• In depth understanding of:
• The 365 Microsoft Suite
• Operating systems (including Apple, Windows and Android)
• MDM devices
• General hardware functional issue
• Basic understanding of laptops, workstations and IOS / Android mobile fleets
• Previous experience in an office-based technology support role
• Experience with:
• IT service management applications
• Desktop Support – Windows 11 and Office suite
• Cloud Support – Office 365, Intune (Autopilot), SharePoint and Entra ID
• Scripting applications
• Providing in-person technology support
• Basic Network/Wi-Fi Understanding
• Flexibility to be on call for escalated technology issues at agreed times Although not essential, a willingness to travel and flexibility to work on weekends (as required) will be highly regarded.
  
  

If you are interest in hearing more, please submit an application or reach out to Jackson at Talent via email at [email protected]