The Company

Pinnacle IT are a customer focused Managed Services Provider servicing clients in the medium to enterprise market segment. Our service offering includes managed services and project delivery in the networking, cloud, security and infrastructure space.

As a Platinum Telstra partner for Data & IP and Cloud, we are highly regarded in the Telstra partner channel. We’re proud of our service orientated approach and wish to enhance this through the addition of an enthusiastic, customer-focused Level 3 Service Desk Analyst to our team.

The Role

We're looking for a motivated Service Desk professional with excellent communication and organisation skills to join our team in a permanent capacity. The role is based in our Brisbane office and will require occasional travel to client sites.

Key Responsibilities

- Troubleshooting and resolving complex technical issues using analytical and problem-solving skills
- Effectively log and manage tickets with a focus on prioritisation, SLA compliance, clear communication and a resolution mindset
- Mentoring and coaching the Level 1 and 2 analysts
- Ad-hoc work supporting the Projects Team
- Administer and develop internal tools and systems
- Develop and maintain comprehensive documentation including processes, knowledgebase articles and change management requests
- Provide exceptional service to Pinnacle IT customers

Essential Skills

- Solid problem solving and troubleshooting abilities
- Excellent communication skills with the ability to articulate information to technical and non-technical stakeholders




- Ability to manage multiple tasks in a fast-paced environment whilst maintaining a high level of service and meeting SLA’s

Highly Regarded Skills

- Experience administering:
- Microsoft products including:
- Server and Desktop OS
- Microsoft 365 services
- Entra ID and Intune
- Microsoft Office Applications
- SharePoint and Teams/Teams Voice

- Local networks and SD-WAN
- Linux server systems
- domain registration and web hosting
- phone systems such as 3CX
- RMM/Automation tools

- Cyber security fundamentals

About You

If you thrive on variety and take pride in delivering exceptional customer service, we want to hear from you. We're seeking individuals who are well-presented, excellent communicators, and can engage with customers professionally across all levels.

You’ll have extensive experience in a technical role, ideally within a Service Desk environment, with proven skills in customer service and desktop support.

We're looking for a motivated, detail-oriented team player who is eager to develop their IT career within a supportive and collaborative team.

Benefits

You will work from our modern office building in a great team environment. Along with this we also offer:

- Attractive salary
- Full time permanent position with immediate start
- Industry training to help grow your technical knowledge
- Fantastic team of professionals with many years of experience and diverse industry qualifications

Please ensure your application contains a tailored cover letter along with your resume.

Pinnacle IT requires all employees to obtain a clear federal police check.

📌 Service Desk Analyst - Level 3 (Brisbane)
🏢 Important Business
📍 Brisbane