What Service Desk Analyst Grow Your IT Career ...

- What Service Desk Analyst Grow Your IT Career ...

Showing 776 Service Desk Analyst Grow Your IT Career On The Gold Coast jobs in Queensland

Job Description

Since Essential Tech first began in 2007, our mission has always been to make our customers’ lives easier with I.T. solutions tailored to their specific needs.

We are customer-focused and hope you will be too. Our goal is to be their partner when it comes to I.T. to ensure that they always have the support needed to succeed.

We are experts in the solutions we put forward and offer you the training to excel in these solutions to work efficiently as possible to deliver to your customers as quickly as possible

After all, empowering Australian businesses to perform at their best, with the right I.T. solutions for their needs behind them, is what Essential Tech is all about.

Our Culture:

Respect – When we connect with fellow teams or clients, we have an honest and transparent perspective. We endeavour to understand and respect each person’s unique perspective. We have a passion for building mutual trust and loyalty with our clients and each other. We are direct in our dealings while staying respectful to everyone that may be impacted.

Supportive – We are thoughtful of each individual’s capacity. We work together as a unit exemplifying the spirit of teamwork and maintaining a positive environment in any given situation.

We are an approachable team, willing to extend a helping hand to our clients. We collaborate with them to help achieve and support their business goals.

Friendly – The freedom to express your thoughts and values in this workplace allows us to create a fun, relaxed and calm environment for all to enjoy. Be friendly to not only clients but your colleagues.

Engaged – Our customers rely on us, and we must be flexible with their time. Being flexible while being direct it keeps us ambitious. Friendly competition creates confidence and keeps us engaged.

Proactive – We are actively thinking ahead rather than getting caught up in the little details. We look to solve with solutions that are both smart and simple. We are professional. We stay organised. We look to find opportunities to educate others so they may also be proactive.

Technical Skills:

You have some experience in the following areas:

- Active Directory (user administration – password resets, account creations, deletions, modifications)
- Microsoft 365 administration
- Microsoft Office Suite
- Corporate experience working with Microsoft Windows 10 & 11
- General server capacity management/troubleshooting
- Ability to troubleshoot and problem-solve technical issues

Who you are?

We are looking for a warrior, driven to get results, a legend who is damn good in capturing ‘trust & attention’ to drive success with our clients

- In your final year of study and looking for work experience with future employment
- Work well with the team within our core values, as outlined above.z
- Ability to take a problem and follow through to successful completion
- Persistent, determined, tenacious, and logical in the pursuit of results
- Excels at maintaining relationships both on and off the job
- Team player who will display leadership skills and stand up aggressively for what they believe in
- Meet Weekly Targets
- Motivation to continually upskill and improve technical knowledge.

In return, you will receive hands-on training and experience with free certification in Microsoft 365 whilst working with some exciting technology in our CBD Office and supporting our great customers!

What next steps follow the responsibilities and include:

Role Details

As a Service Desk Analyst, you will play a key role in supporting our clients and ensuring their IT systems run smoothly. This is a full time role based on the Gold Coast,



offering plenty of variety, client interaction and exposure to a broad range of technologies and environments.

- Provide high-quality IT support and exceptional customer service
- Troubleshoot and resolve client issues across a range of technologies
- Manage service requests and incidents through Salesforce
- Maintain accurate ticket notes, timesheets, and documentation
- Apply security best practices across implementations
- Work collaboratively with colleagues to deliver seamless service

Who You’ll Thrive With

- Previous MSP or internal IT experience
- Strong customer service and client-facing skills

A solid background in:

- Workstation troubleshooting
- Active Directory and Microsoft 365 support
- Backup and recovery processes
- Remote monitoring and management tools
- Servers, switches, routers, firewalls, and storage
- Azure and VoIP solutions

And personally, you’ll bring:

- A desire to keep learning and stay across new technologies
- A friendly, positive approach to client service
- The ability to work in a fast-paced environment while staying organised

What We Offer

- Competitive salary: based on skills and experience
- Supportive, down-to-earth culture: collaboration and respect are at the core of our team
- Birthday leave: celebrate your day, on us
- Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
- Career pathways: choose the direction that suits you best, whether that’s advancing your technical expertise, stepping into project work, or moving towards leadership opportunities as they arise
- Challenging, rewarding work: every day brings variety with new clients, problems, and technologies to solve

Why Join efex

EFEX is one of Australia’s leading managed technology providers. We deliver right-sized solutions across IT, print, communications and security, helping businesses work smarter, stay connected and grow with confidence. As part of the efex group, onPlatinum is our Gold Coast-based team, known for delivering exceptional customer service and trusted technology solutions to businesses throughout the region.

Our culture is approachable, collaborative and people focused. We build genuine relationships, speak in plain language, and work together to solve problems that make a real difference for our customers.

As a Service Desk Analyst, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

Hybrid Role | Managed Services | TechConnect

This role supports customers remotely and offers significant flexibility. While the position is aligned to our Gold Coast team, we welcome applications from candidates located in Brisbane, the Gold Coast, or surrounding areas.

About the Role

As a Service Desk Engineer, you’ll be the first point of contact for end-users seeking technical assistance. Working as part of a collaborative Managed Services team, you’ll provide high-quality support across End User Computing, Business Applications and Cloud Infrastructure services while delivering an exceptional customer experience.

What You’ll Be Doing Technical

- Act as the first point of contact for IT incidents and service requests.
- Troubleshoot and resolve issues across End User Computing,



Business Applications and Cloud Infrastructure services.
- Log, categorise, prioritise and manage incidents and requests through the ITSM platform.
- Escalate complex or out-of-scope issues to specialist teams when required.
- Maintain ownership of tickets through to resolution and keep users informed throughout the process.

End User Support

- Deliver outstanding customer service with every interaction.
- Support users across Windows and macOS environments.
- Assist with hardware, software, mobile device, account access and connectivity issues.
- Guide users on the effective use of approved business applications and workplace technologies.
- Ensure all communications troubleshooting steps and resolutions are accurately documented.

IT Service Management & Knowledge Sharing

- Follow ITIL-aligned Incident, Request, Knowledge, Asset and Change Management processes.
- Create and maintain knowledge base articles and support documentation.
- Ensure ticket quality through accurate and detailed record keeping.
- Identify opportunities to improve service delivery, processes and customer satisfaction.

Security & Compliance

- Assist with account provisioning, access management and identity-related requests.
- Promote security best practices and assist users with security awareness.
- Support compliance with customer and organisational security standards.

What You’ll Bring Essential

- Experience in a Service Desk, IT Support, Desktop Support, or End User Computing role.
- Strong troubleshooting and problem-solving skills.
- Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive and SharePoint.
- Familiarity with ITSM platforms and structured service management practices.
- Exceptional customer service and communication skills.
- Strong attention to detail and commitment to quality.
- Ability to work independently while collaborating effectively within a distributed team environment.

Desirable

- ITIL Foundation certification or equivalent practical experience.
- Experience supporting both Windows and macOS environments.
- Passion for learning and developing technical skills across modern workplace and cloud technologies.

Why Join TechConnect

- Hybrid working environment offering flexibility and autonomy.
- Supportive and collaborative team culture.
- Exposure to a broad range of technologies and environments.
- Ongoing learning, certification and professional development opportunities.
- Opportunities to work alongside experienced cloud, infrastructure and data specialists.
- A company committed to continuous improvement, innovation and service excellence.

Our Values

We’re looking for someone who shares these values and enjoys working in an environment where customer experience, teamwork and continuous improvement matter.

Working Hours

This role operates on a rotating roster that includes a combination of standard business hours and scheduled early morning support to ensure service coverage across key operating periods.

- Full Service Desk support across all support channels during standard business hours.
- Scheduled early morning on-call support, providing phone-based emergency assistance only (no ticket or chat responsibilities during these periods).
- Time Off In Lieu (TOIL) provided in accordance with the roster to recognise additional hours worked.

Apply Now

If you’re passionate about technology, enjoy solving problems, and want to join a team where you can continue developing your skills while making a genuine impact, we’d love to hear from you.

Legal and Compliance

Please note that shortlisting will take place as applications are received, and employment will require a current driver's licence and full Australian working rights. Accident Liability Insurance and Material Security Clearance may be required for certain roles.

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📌 Service Desk Analyst — Grow Your It Career On The Gold Coast (City of Gold Coast)
🏢 EFEX
📍 City of Gold Coast