Job Description

Company Description n

Thinkstream is an information technology delivery and consulting firm with offices based in the ACT and QLD. Our focus is on delivering outcomes for our clients by taking a proactive, yet considered approach. We foster genuine partnerships with our clients and are committed to consistently delivering results and overcoming challenges no matter how difficult the environment.

Role Description n

Thinkstream is seeking an experienced IT Service Desk Analyst to work with a Federal Government client. As the first point of contact for ICT issues, you will provide frontline support to users across systems, hardware, software and end-user equipment. The role requires strong technical and problem-solving skills, a customer-focused approach and the ability to manage competing priorities. You will also provide onsite technical support, including support for meetings, events, audio visual technologies and digital courtroom environments.

Key Responsibilities n

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- Provide responsive and high-quality support for service requests and incident resolution activities.
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- Investigate, diagnose and resolve ICT incidents and service requests across desktop systems, applications and peripheral devices.
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- Manage and track service desk activities using ITIL-based principles and practices, ensuring accurate logging, categorisation and timely resolution.
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- Install, configure and maintain equipment within the Standard Operating Environment (SOE), including desktop computers, laptops, printers and mobile devices.
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- Provide skilled onsite ICT support, including face-to-face assistance for complex technical issues.
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- Support meetings and events requiring AV and video conferencing technologies.
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- Provide technical support for digital courtroom environments, including the setup, operation and troubleshooting of technology used for the digital presentation of evidence and related material.
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- Undertake basic multimedia editing, including video and audio file conversions, basic editing and quality assurance.
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- Ensure ICT support activities comply with relevant Australian Government security requirements, policies and procedures.
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- Collaborate with team members, share knowledge and contribute to continuous improvement initiatives.
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Skills and Experience nn
- Experience providing Level 1 IT Service Desk and onsite ICT support.
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- Demonstrated technical proficiency across a broad range of IT systems, hardware and software.
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- Strong investigative and analytical skills with the ability to diagnose and resolve ICT issues efficiently.
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- Strong written and verbal communication skills, with the ability to communicate effectively with technical and non-technical users.
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- Strong customer service focus and the ability to work collaboratively within a geographically dispersed team.
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- Ability to manage competing priorities, progress work independently and meet deadlines.
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- Ability to learn quickly and adapt to new technologies and systems.
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- Ability to respond positively to change and uncertainty.
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- Demonstrated ability to develop practical solutions to technical issues.
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- Experience working within ITIL-based service management practices.
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- Ability to work effectively in a remote team environment.
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Other Requirements n

The successful candidate must be an Australian Citizen and will be required to meet relevant Federal Government security requirements.

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📌 Service Desk Analyst (Brisbane)
🏢 Thinkstream
📍 Brisbane