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.
What You'll Be Doing n
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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 setup 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 n
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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 n
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2+ years in a Service Desk, Level 2 Support, or MSP workplace
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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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Robust 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? n
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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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Clear career pathways into Systems and Cloud Engineering roles
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Supportive, highly technical team culture
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Location n
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.

📌 Service Desk Analyst (Brisbane)
🏢 Idea 11 Pty
📍 Brisbane