Job Description

Service Desk Analyst (Level 1) - Managed Services

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At Mandgno IT, we design, deliver, and support progressive technology solutions that help Australian businesses thrive.

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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.

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About Us

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At Mandgno IT, we design, deliver, and support progressive technology solutions that help Australian businesses thrive.

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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.

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The Role

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We're looking for an experienced Service Desk Analyst who can resolve Level 1 requests and incidents efficiently, with minimal supervision, from day one.

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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.

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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.

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What You'll Be Doing

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- Owning and resolving a queue of Level 1 tickets,



prioritising effectively and meeting SLAs
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- Diagnosing and resolving common requests and incidents across Windows, Microsoft 365, and end-user devices, using documented procedures, automations, and your own experience
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- 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
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- Regularly attending onsite client visits to provide hands-on deskside support
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- Escalating to Level 2 and Level 3 engineers with clear, well-documented context when an issue is outside L1 scope
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- Keeping tickets accurate and up to date, with notes that a colleague could pick up and understand immediately
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- Spotting patterns in recurring issues and contributing to documentation, process improvements, or automation ideas
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What You'll Bring

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- At least 2-3 years' experience in a service desk or IT support role, working independently on Level 1 tickets
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- Confident troubleshooting across:n n
- Windows operating systems
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- Microsoft 365 (Outlook, Teams, OneDrive, Entra ID / basic admin)
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- Core networking, user, and device fundamentals (DNS, DHCP, printers, permissions)
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- Comfort working within ticketing systems and meeting SLA targets in a queue-based environment
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- Robust communication skills and a customer-first mindset, especially when explaining technical issues to non-technical users
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- Sound judgement on when to resolve, when to elevate, and when to ask for a second opinion
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- A proactive approach to documentation, process, and using (or improving) automation
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Nice to have:

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Microsoft certifications such as MD-102 (Endpoint Administrator) or MS-900 (Microsoft 365 Fundamentals), or equivalent hands-on experience in a Microsoft-stack environment.

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Why You'll Love Working Here

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Backed, not micromanaged - You're trusted to own your queue, supported by senior engineers when you need them

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Built on good process - Strong documentation, automation, and a team that shares knowledge rather than hoards it

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A real path to Level 2 and beyond - Structured progression for analysts who want to keep growing

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Real tools, real stack - Automation platforms, the Microsoft ecosystem, and regular onsite client work

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People-first culture - We care about our clients and our team in equal measure

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Our values guide how we work every day: Progressive, Effective, Accountable, Steadfast.

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This Role Is Perfect for You If...

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- You've got 2-3+ years of service desk experience and are ready to work a ticket queue with autonomy
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- You're comfortable splitting your time between the desk and client sites
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- You take pride in clean, well-documented ticket work and clear escalations
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- You're looking for a genuine next step toward Level 2
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📌 Service Desk Analyst (Level 1) - Managed Services (Queensland)
🏢 Mangano IT
📍 Queensland