Job Description

Idea 11 is looking for a Service Desk Analyst to join our Managed Services team.

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We seek excellent customer service skills, a positive attitude, and a desire to keep developing. Oh, and a love of technology. We like to learn, grow and help our customers improve. We challenge ourselves to do what's new and learn along the way.

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What You'll Be Doing

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- Manage and resolve customer issues and requests through service desk activity, including through phone calls, the ticketing system and in‐person as required.
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- Deliver timely, concise, and empathetic responses to customers via email or calls.
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- Proactively follow up with customers to ensure issue resolution.
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- Ensure incidents are resolved and service requests are fulfilled on time within the agreed‐upon SLA.
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- Provide technical support and troubleshooting across a wide range of technologies.
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- Triage and manage service desk tickets as required; assigning and escalating tickets as needed.
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- Create and modify user accounts and set up and reset laptops remotely.
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- Attend client on‐site visits to provide in‐person support as rostered on a rotating schedule.
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- Contribute to ongoing training and process refinement, updating documentation to keep our processes and knowledge up to date.
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- Collaborate within the service desk team and with the wider TechOps department to resolve issues for our customers.
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Our Core Technology Stack

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- Microsoft 365
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- Active Directory & Entra ID
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- Intune & Endpoint Management
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- AWS & Microsoft Azure
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- Windows Operating Systems
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- VMware / Hyper‐V
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- Networking technologies (DNS, DHCP, VPN, Wi‐Fi, Firewalls)
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- Backup and recovery platforms (Veeam, Commvault)
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- Monitoring and alerting platforms
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What We're Looking For

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- 2+ years in a Service Desk, Level 2 Support, or MSP environment
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- A people person – you are a pleasure to work with and have a positive, can‐do attitude
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- Experience resolving escalated technical issues
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- Strong troubleshooting and problem‐solving skills
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- Excellent communication and customer service skills
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- Solid understanding of Incident Management and structured escalation practices
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- Thrives under pressure and treats every ticket like the user is watching the clock
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- A proactive mindset focused on ownership and continuous improvement
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- Experience supporting Microsoft 365, identity, endpoint, and infrastructure technologies
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- An interest in developing cloud and infrastructure engineering skills
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- Solid understanding of Incident Management and structured escalation practices
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Why Join Idea 11?

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- Flexible hybrid working
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- Paid overtime
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- Paid parental leave
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- Company‐funded certifications
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- Dedicated learning and development time
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- Exposure to modern cloud and hybrid environments
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- Transparent career pathways into Systems and Cloud Engineering roles
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- Supportive, highly technical team culture
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Location

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Brisbane CBD based with the requirement to attend client on‐site visits as rostered per a rotating schedule.

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Full Australian working rights required.

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📌 Service Desk Analyst (Queensland)
🏢 Idea 11
📍 Queensland