Job Description

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The Service Desk Analyst provides Level 1 and Level 2 ICT support within a mission-critical network monitoring and operational support environment. 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.

Key responsibilities include: n

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



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

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

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- Demonstrated troubleshooting and diagnostic skills across ICT environments.
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- Strong written and verbal communication skills with the ability to engage effectively with stakeholders and customers.
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- Proven ability to manage competing priorities in a fast-paced operational environment.
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- Customer-focused mindset with a commitment to delivering positive service outcomes.
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- Robust attention to detail, accountability, teamwork, and the ability to remain calm under pressure.
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This role requires the successful applicant to be an Australian citizen and hold, or be eligible to obtain a TSPV security clearance.

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