Service Desk Analyst | Contract | Dalby

We are looking for an experienced Service Desk Analyst to undertake a contract role for a leading, regional organisation. This position is based in Dalby, working Monday to Friday with the possibility of some out-of-hours work. On offer is $38 to $43 per hour (dependant upon skills & experience) which includes casual loading.

Sound general IT knowledge, including hardware and software and Microsoft Office in addition to strong analytical and problem-solving skills, is essential. Experienced in a similar role (two or more years) and an ITIL V3 Foundation Certificate will be highly regarded.


Key Responsibilities:

  • Being the first point of contact service assistance to the caller, resolving the incident or request on the first contact where possible.
  • Educating the end user where practically possible, with the objective of resolving as many incidents as possible and reducing recurring calls.
  • Liaising with customers and branch team members to provide status updates and feedback.
  • Responding to common requests for support by providing information to enable problem resolution and promptly escalate unresolved calls as appropriate.
  • Promoting effective and efficient communication within the unit and work both autonomously and in a team environment
  • Organising individual workload to ensure quality, responsive and appropriate client services.
  • Administering stock levels of equipment, consumables & general peripheral hardware.
  • Maintaining accurate asset records of computers and peripherals, mobile devices and software distributed to staff, service centres and in store.
  • Responsible for closing all service desk tickets, ensuring ticket metadata is accurately and appropriately completed by the responsible technician.
  • Utilising IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
  • Troubleshooting and triage systems and peripheral incidents and problems.


Required Qualifications, Experience and Skills:

Someone suitability for this position will need to have experience, application, achievement, and potential in the following critical competencies as they link to the key responsibilities for this position.

  • Experience supporting Windows Server 2012/2016, Windows 7/10, MS Office suite, Office 365 & MS Exchange, mobile devices and technologies (Android and Apple) and Virtualisation technologies.
  • Sound general IT knowledge, including hardware and software and Microsoft Office software.
  • Ability or the capacity to rapidly acquire the ability to diagnose low-level application, web, computer or network errors analytically and to resolve problems quickly and effectively.
  • Strong analytical and problem-solving skills and demonstrated ability to perform computer and peripheral troubleshooting.
  • You will be passionate about high-quality service delivery and show strong customer service skills.


How to Apply

For more information or for a confidential discussion, contact Lisa at Classic Recruitment on


Online Application

To apply for this role, please send us your resume. Please contact the office on 07 46383599 if you experience any difficulties while uploading your application.
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