Service Desk Analyst

Idea 11 is looking for a Service Desk Analyst to join our Managed Services team.

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

• Manage and resolve customer issues and requests through service desk activity, including through phone calls, the ticketing system and in-person as required.
• Deliver timely, concise, and empathetic responses to customers via email or calls.
• Proactively follow up with customers to ensure issue resolution.
• Ensure incidents are resolved and service requests are fulfilled on time within the agreed-upon SLA
• Provide technical support and troubleshooting across a wide range of technologies
• Triage and manage service desk tickets as required; assigning and escalating tickets as needed
• Create and modify user accounts and setup and reset laptops remotely
• Attend client on-site visits to provide in-person support as rostered on a rotating schedule
• Contribute to ongoing training and process refinement, updating documentation to keep our processes and knowledge up to date
• Collaborate within the service desk team and with the wider TechOps department to resolve issues for our customers

Our Core Technology Stack

• Microsoft 365
• Active Directory & Entra ID
• Intune & Endpoint Management
• AWS & Microsoft Azure
• Windows Operating Systems
• VMware / Hyper-V
• Networking technologies (DNS, DHCP, VPN, Wi-Fi, Firewalls)
• Backup and recovery platforms (Veeam, Commvault)
• Monitoring and alerting platforms

What We’re Looking For

• 2+ years in a Service Desk, Level 2 Support, or MSP environment
• A people person – you are a pleasure to work with and have a positive, can-do attitude
• Experience resolving escalated technical issues
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Solid understanding of Incident Management and structured escalation practices
• Thrives under pressure and treats every ticket like the user is watching the clock
• A proactive mindset focused on ownership and continuous improvement
• Experience supporting Microsoft 365, identity, endpoint, and infrastructure technologies
• An interest in developing cloud and infrastructure engineering skills
• Solid understanding of Incident Management and structured escalation practices

Why Join Idea 11?

• Flexible hybrid working
• Paid overtime
• Paid parental leave
• Company-funded certifications
• Dedicated learning and development time
• Exposure to modern cloud and hybrid environments
• Clear career pathways into Systems and Cloud Engineering roles
• Supportive, highly technical team culture

Location

Brisbane CBD based with the requirement to attend client on-site visits as rostered per a rotating schedule.

Full Australian working rights required.