Job Description

The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission-critical network monitoring and operational support setting. Acting as a first point of contact for users, this role ensures timely incident resolution, service restoration, and escalation of technical issues impacting network availability, performance, and operational capability. Working within an ITIL-aligned service management framework, the role supports 24x7 operational environments through proactive monitoring, incident management, customer engagement, and collaboration with technical support teams.

n

Key responsibilities include:

n

n
Manage incidents and service requests, including logging, categorisation, prioritisation, resolution, and customer communication within agreed service levels.
n
Monitor ICT infrastructure, network services, applications, and operational dashboards to identify service degradation, outages, and performance issues.
n
Perform incident triage and diagnosis, coordinate escalations to specialist teams, and support service restoration, recovery, and major incident activities.
n
Deliver responsive customer support,



including troubleshooting assistance, onboarding support, account administration, and access management.
n
Contribute to continuous improvement through operational documentation, knowledge management, service improvement initiatives, and compliance activities.
n

n

About You

n

We are looking for someone who brings judgement, curiosity and a collaborative approach to work that matters.

n

n
Demonstrated troubleshooting and diagnostic skills across ICT environments.
n
Solid written and verbal communication skills with the ability to engage effectively with stakeholders and customers.
n
Proven ability to manage competing priorities in a quick-paced operational environment.
n
Customer-focused mindset with a commitment to delivering positive service outcomes.
n
Strong attention to detail, accountability, teamwork, and the ability to remain calm under pressure.
n

n

This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.

📌 Service Desk Analyst Queensland (Australia)
🏢 The Essential Healthcare Group
📍 Australia