Senior Service Desk Analyst

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

This role is ideal for someone who has experience in frontline support and wants to take the next step into infrastructure, cloud, and platform technologies while continuing to deliver exceptional customer service.

You’ll act as a senior member of our Service Desk team, resolving escalated technical issues, mentoring Level 1 analysts, taking ownership of identity, infrastructure and monitoring tasks and building your capability toward a career in cloud and infrastructure engineering.

What You’ll Be Doing

• Resolving incidents and service requests
• Managing user provisioning, access control, and identity lifecycle activities
• Responding to monitoring alerts and performing technical triage
• Performing routine infrastructure, backup, and patch management tasks
• Troubleshooting networking, endpoint, and Microsoft 365 issues
• Automating repetitive tasks using PowerShell or scripting tools
• Owning tickets through to resolution while maintaining excellent customer communication
• Mentoring and supporting Level 1 Service Desk Analysts
• Contributing to knowledge articles, SOPs, and operational improvements
• Working closely with Cloud Engineers on more complex issues
• Attending client on-site visits as rostered on a rotating schedule

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

• 3+ 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
• Strong organisational and time-management abilities
• 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.