Service Desk Consultant – Level 1
Location: Brisbane (Woolloongabba)
About Veracity
Veracity is an IT Consultancy and Managed Services business that helps organisations transform through technology. We design, build, support and protect modern ICT platforms that enable productivity, security and long-term growth.
We’re business-led and technology-enabled. That means we focus first on how our clients operate, what they’re trying to achieve, and how technology can genuinely support their people and purpose.
Our Values: Adaptable. Progressive. Challengers. Better Together.
How we work matters as much as what we deliver. We’re adaptable and progressive, comfortable navigating ambiguity and change as technology and business needs evolve. We challenge assumptions, question the status quo, and look for better ways to deliver service and outcomes. And above all, we believe we’re better together – working closely with our clients, our partners, and each other to build more connected workplaces and communities.
With deep experience across the not-for-profit, government and local business sectors, we’re proud to partner with organisations that create real impact for the communities they serve, and that trust us to support their work every day.
The Opportunity
We’re looking for a Level 1 Service Delivery Consultant to join our Brisbane-based Service Desk team. This role is ideal for someone early in their IT career who enjoys helping people, takes pride in finding the best solution, has a solid technical foundation, and is keen to continue developing their skills in a supportive, high-performing environment.
As the first point of contact for many of our clients, you’ll play a critical role in shaping their experience by delivering consistent, responsive and professional support, and ensuring issues are resolved efficiently and transparently.
What You’ll Do
As a Level 1 Service Delivery Consultant, you will:
- Act as the first point of contact for clients seeking technical assistance
- Log, triage and manage incidents and service requests through the Service Desk – both onsite with the client and remotely from our office
- Provide frontline support across desktop, Microsoft 365 and core infrastructure issues
- Communicate clearly and proactively with clients, keeping them informed throughout the resolution process
- Escalate issues appropriately in line with service frameworks and internal processes
- Create and maintain accurate documentation of client environments and solutions
- Work collaboratively with the broader Service Delivery team to resolve incidents and deliver consistent client experiences
What Success Looks Like
At Veracity, great service is defined by:
- Prompt, reliable first responses
- Clear, respectful and consistent client communication
- Strong ownership of tickets from initial contact through to resolution
- High levels of customer satisfaction
- A genuine willingness to learn, improve and support team outcomes
What You’ll Bring
To be successful in this role, you’ll bring a strong service mindset, curiosity, and a solid technical foundation. Ideally, you’ll have:
• Excellent written and verbal communication skills
• A genuine interest in IT systems, cloud platforms and infrastructure
• A customer-first approach and a calm, proactive approach to problem- solving
• Previous experience in an IT support or service desk role (preferred, but not essential)
• Foundational knowledge or exposure to:
- Microsoft 365 (user management, Exchange, Teams, SharePoint)
- Networking fundamentals (DNS, DHCP, Wi Fi, firewalls)
- Windows environments (Active Directory, file shares, remote access)
A current driver’s licence is beneficial, as some client work may occur across Southeast Queensland.
Learning, Growth & Culture
Veracity is a people-first organisation. We invest in our team through structured onboarding, ongoing learning, and clear development pathways to support certifications, skills growth and progression over time. You’ll be joining a collaborative, values-driven team that cares about doing great work, supporting one another, and delivering outcomes that matter.
Why Join Veracity?
- Supportive, inclusive and values-led culture
- Clear expectations and meaningful work
- Ongoing investment in learning and professional development
- Genuine career progression opportunities within Service Delivery
- Modern office environment with on site undercover parking
- The opportunity to work with purpose-driven organisations and great clients
