Service Desk Analyst
- Provide technical assistance and troubleshooting support to employees.
- Manage user accounts and perform software and hardware deployment.
- Collaborate with various technology teams to enhance service delivery.
- Immediate start available
- Morning or Afternoon rosters available
Service Desk Analyst
Location: Brisbane CBD 4000
Employment Type: Permanent Full-Time - On Site
Work Hours: 37.5 hours per week
About the Archdiocese of Brisbane
The Catholic Archdiocese of Brisbane supports parishes, ministries and CBD Head Office across Queensland through a wide range of pastoral, community, and support services. Our Information Communication and Technology (ICT) team provides critical technology support to approximately 4,000 employees across more than 300 sites throughout Queensland. We are committed to delivering reliable, customer-focused ICT services that support the mission and operations of the Archdiocese.
About the Role We are seeking a motivated and customer-focused Service Desk Analyst to join our ICT team in Brisbane CBD. As the first point of contact for ICT support enquiries, you will provide technical assistance and troubleshooting support to employees across a large and diverse organisation.
The role involves a combination of phone-based support, ticket management, device builds, hardware deployment, and occasional site visits. This is an excellent opportunity for someone looking to grow their career within a supportive team environment while gaining exposure to a broad range of ICT functions and technologies.
Day to Day Responsibilities
- Incident Management: Respond to incoming support requests via phone, email, chat, or ticketing systems. Log, triage, and prioritize incidents based on impact and urgency.
- Technical Troubleshooting: Diagnose and resolve hardware, software, network connectivity, and printer issues using remote tools and standard procedures.
- User Account Administration: Manage user access by creating accounts, resetting passwords, modifying permissions, and deactivating credentials.
- Software & Hardware Deployment: Install, configure, and update software applications. Set up and test new computer hardware and workstations.
- Documentation & Knowledge Management: Document troubleshooting steps, resolutions, and recurring errors meticulously within an IT Service Management (ITSM) system. Update the internal knowledge base for future reference.
- Escalation: Transfer complex or unresolved technical issues to Tier 2/Tier 3 specialized engineering or network teams for resolution
- Asset Management: Track IT inventory, maintain hardware/software compliance, and ensure software licenses remain current.
- Team Collaboration: Work collaboratively with broader Technology Solutions teams including Infrastructure, Projects, Desktop Support, Procurement, and Business Solutions to build and manage efficiencies
About You To be successful in this role, you will have:
- Previous IT Service Desk experience or relevant ICT qualifications (6 months +)
- Knowledge of Microsoft Windows and Microsoft Office environments -M365, Entra Admin Centre or Azure (highly regarded)
- Worked experience in Active Directory, Intune, Autopilot, Scripting, Powershell or IT ticketing - highly regarded
- Knowledgeable of IT networking concepts
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to prioritise tasks and work both independently and within a team
- A current Australian Driver's Licence
- Have a current Paid Blue Card and Police Check (or willingness to obtain both)
Why Join Us?
- Be part of a large and diverse organisation - supporting a broad network of parishes, ministries, agencies and services across South East Queensland.
- Variety that keeps you learning - work in a dynamic and continually evolving environment where no two days are the same.
- Build your skills and experience - gain exposure to a wide range of enterprise level systems, processes with opportunities to continually develop and upskill.
- Broaden your professional experience - work across different functions and stakeholders, providing valuable exposure that can strengthen your career.
- Ongoing learning and development - continue building your knowledge through practical experience, new systems and professional development opportunities.
Applications should be submitted via SEEK. For any enquiries regarding the role, please email Brent Hunter hunterb@bne.catholic.net.au. The Archdiocese of Brisbane has standards of conduct for workers to maintain a safe and healthy environment for children. Our commitment to these standards requires that we conduct working with children checks, criminal history checks, and background referencing for all persons who will engage in direct and regular involvement with children and young people (0 - 18 years) and/or vulnerable adults. The organisation is fully committed to child safety and has a 0 tolerance to abuse of children or vulnerable adults
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