Service Desk Analyst

Service Desk Analyst
Location: Brisbane CBD 4000
Employment Type: Permanent Full-Time - On Site - On call roster
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.
 
Key Responsibilities

• Provide first-level ICT support for hardware, software, and system enquiries
• Log, classify, and manage support requests within agreed service levels
• Troubleshoot and resolve technical issues or escalate where required
• Provide face-to-face, remote, and onsite technical support
• Undertake device builds, and hardware deployments
• Assist with troubleshooting network and infrastructure-related incidents
• Create and maintain internal documentation and knowledge base articles
• Deliver high-quality customer service to internal stakeholders
• Work collaboratively with broader Technology Solutions teams including Infrastructure, Projects, Desktop Support, Procurement, and Business Solutions

About You
To be successful in this role, you will have:

• Previous IT Service Desk experience or relevant ICT qualifications
• Knowledge of Microsoft Windows and Microsoft Office environments -M365, Entra, Azure.
• Basic understanding 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
• A commitment to professional conduct and respectful workplace practices
• Have a current Paid Blue Card and Police Check (or willingness to obtain both)

The following would also be highly regarded:

• Experience with Active Directory, Intune, Autopilot
• Experience with scripting or PowerShell
• Experience using IT ticketing systems

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 quite 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. We will also process applications received through our official channels (intranet, website, or LinkedIn). For any enquiries regarding the role, please email Brent Hunter [email protected] *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*