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Service Desk Analyst

Paxus - Brisbane City, QLD

Source: uWorkin


  • 3 months initially + ext option or to go perm!
  • 8 hr day, 5-day week
  • Fortitude Valley location

Exciting new contract opportunity has risen for an experienced Service Desk analyst (level 2) to join a giant in the IT Managed Services arena. They are looking for an experienced Service Desk Analyst (Level 2) to join their rapidly expanding team in Fortitude Valley.

You will act as the first point of contact for clients seeking technical assistance over the phone or email which includes performing remote troubleshooting through diagnostic techniques to determine the best solution based on the issue and details provided by customers.

This is a 3-month contract role initially with potential for extension or can lead to a permanent role for the right candidate.

Responsibilities include:

  • Provide 2nd Level support to users and solve intermediate problems for clients
  • Answer calls and provide troubleshooting and support such as printer configurations, break/fix instructions, ticket routing, password resets
  • Support and troubleshoot advanced office applications
  • Manage Level 1 escalated support tickets
  • Installing, configuring and troubleshooting computer hardware, software, systems, networks, printers and scanners
  • Monitoring and maintaining computer systems and networks
  • Responding in a timely manner to service issues and requests to support SLA targets
  • Follow-up and update clients with status and information on open tickets
  • Maintain ownership of tickets and effectively log service tickets in system
  • Identify and act on high priority incidents by a) providing the quickest possible turnaround or b) efficient escalation
  • Occasional client site visits for relationship building, specialised support and training
  • Manage ticket queue

Skills required

  • Excellent written and verbal communication skills with the ability to communicate effectively over the phone
  • Effectively interpret customer phone requests and respond promptly and appropriately
  • Service-based attitude in dealing with customers
  • Hands-on troubleshooting experience
  • Experience with LAN and WAN networks would be an advantage.
  • Ability to work in a billable hours environment
  • Demonstratable experience working in a Microsoft Windows Desktop and Server environment
  • Experience supporting Microsoft O365 environments
  • Remote access, Citrix and VPN troubleshooting experience
  • Ability to use active listening techniques to improve communication with customers
  • Experience supporting mobile devices

Join an established company that genuinely cares about you, and work with the latest and greatest technology!

Job number 200201724

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Ianthe Price on 07 33395628 or email: iprice@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.