Service Desk Analyst (Level 1) - Managed Services
At Mandgno IT, we design, deliver, and support progressive technology solutions that help Australian businesses thrive.
We're a Microsoft-focused Managed Service Provider with a reputation for solving complex problems while keeping things human. Our team is cooperative, values-driven, and deeply committed to our clients' success. We're large enough to offer stability and cutting-edge projects, yet small enough for every team member to have a voice and make an impact.
About Us
At Mandgno IT, we design, deliver, and support progressive technology solutions that help Australian businesses thrive.
We're a Microsoft-focused Managed Service Provider with a reputation for solving complex problems while keeping things human. Our team is collaborative, values-driven, and deeply committed to our clients' success. We're large enough to offer stability and cutting-edge projects, yet small enough for every team member to have a voice and make an impact.
The Role
We're looking for an experienced Service Desk Analyst who can resolve Level 1 requests and incidents efficiently, with minimal supervision, from day one.
Your day will be a mix of working through a ticket queue and getting out to client sites for deskside support - so you'll need to be just as comfortable troubleshooting in person as you are at a desk.
You'll bring solid technical foundations and sound judgement, know when to solve and when to elevate, and take ownership of your ticket queue without needing to be micromanaged.
What You'll Be Doing
Owning and resolving a queue of Level 1 tickets,



prioritising effectively and meeting SLAs
Diagnosing and resolving common requests and incidents across Windows, Microsoft 365, and end-user devices, using documented procedures, automations, and your own experience
Using automation tools to action routine requests such as account updates, access changes, and user administration - and flagging opportunities to improve or extend existing automations
Regularly attending onsite client visits to provide hands-on deskside support
Escalating to Level 2 and Level 3 engineers with clear, well-documented context when an issue is outside L1 scope
Keeping tickets accurate and up to date, with notes that a colleague could pick up and understand immediately
Spotting patterns in recurring issues and contributing to documentation, process improvements, or automation ideas
What You'll Bring
At least 2-3 years' experience in a service desk or IT support role, working independently on Level 1 tickets
Confident troubleshooting across:
Windows operating systems
Microsoft 365 (Outlook, Teams, OneDrive, Entra ID / basic admin)
Core networking, user, and device fundamentals (DNS, DHCP, printers, permissions)




Comfort working within ticketing systems and meeting SLA targets in a queue-based environment
Strong communication skills and a customer-first mindset, especially when explaining technical issues to non-technical users
Sound judgement on when to resolve, when to elevate, and when to ask for a second opinion
A proactive approach to documentation, process, and using (or improving) automation
Nice to have:
Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 (Microsoft 365 Fundamentals), or equivalent hands-on experience in a Microsoft-stack environment.
Why You'll Love Working Here
Backed, not micromanaged - You're trusted to own your queue, supported by senior engineers when you need them
Built on good process - Strong documentation, automation, and a team that shares knowledge rather than hoards it
A real path to Level 2 and beyond - Structured progression for analysts who want to keep growing
Real tools, real stack - Automation platforms, the Microsoft ecosystem, and regular onsite client work
People-first culture - We care about our clients and our team in equal measure
Our values guide how we work every day: Progressive, Effective, Accountable, Steadfast.
This Role Is Perfect for You If...
You've got 2-3+ years of service desk experience and are ready to work a ticket queue with autonomy
You're comfortable splitting your time between the desk and client sites
You take pride in clean, well-documented ticket work and clear escalations
You're looking for a genuine next step toward Level 2
#J-*****-Ljbffr

📌 Service Desk Analyst (Level 1) – Managed Services (Brisbane)
🏢 Mangano IT
📍 Brisbane