Service Desk Consultant – Level 2
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 2 Service Delivery Consultant to join our Brisbane-based Service Desk team.
This role is suited to an experienced IT support professional who is confident resolving a broad range of technical issues, enjoys working directly with clients, and is ready to take on greater ownership in service delivery, mentoring, and continuous improvement.
As a key escalation point within the Service Desk, you will play an important role in ensuring high-quality outcomes for clients, proactively resolving issues of moderate complexity, and supporting the growth and capability of Level 1 team members.
What You’ll Do
As a Level 2 Service Delivery Consultant, you will:
- Resolve Level 1 and Level 2 incidents and service requests across desktop, Microsoft 365 and core infrastructure environments
- Act as an escalation point for Level 1 consultants, providing guidance and support to ensure timely resolution of client issues
- Troubleshoot and resolve technical issues of moderate complexity across networking, cloud platforms and on-premises systems
- Take ownership of tickets from escalation through to resolution, ensuring clear communication and strong client outcomes
- Proactively identify risks, recurring issues and opportunities for improvement, escalating appropriately where required
- Communicate confidently with clients, adapting style based on audience and handling more complex or sensitive discussions when needed
- Create and maintain high-quality, structured documentation for client environments, solutions and processes
- Contribute to project delivery activities, including implementation tasks and technical support for small to medium initiatives
- Support continuous improvement through process updates, documentation enhancements and knowledge sharing
- Collaborate closely with the wider Service Delivery team to ensure consistent, high-quality client experiences
What Success Looks Like
At Veracity, success in this role is defined by:
- Consistent delivery of high-quality technical outcomes across a range of client environments
- Strong ownership and accountability for escalated tickets and client issues
- Effective support and guidance provided to Level 1 consultants
- High levels of customer satisfaction and positive client feedback (target 95%+ CSAT)
- Clear, professional and proactive communication, including in more complex or challenging situations
- Accurate, detailed documentation and disciplined ticket management
- Ongoing contribution to service improvement and team capability
What You’ll Bring
To be successful in this role, you’ll bring a strong technical foundation, a proactive service mindset, and the ability to operate with greater autonomy and responsibility.
Ideally, you’ll have:
- 2+ years’ experience in an IT support or service desk role, with exposure to a range of environments
- Strong troubleshooting skills across desktop, infrastructure and cloud platforms
- Experience managing and resolving tickets beyond basic triage, including escalated or complex issues
- The ability to prioritise workload effectively and support others in doing the same
- Excellent written and verbal communication skills, with the ability to adapt to different audiences and provide an exceptional customer experience
- A collaborative mindset and willingness to support team members and share knowledge
- A proactive approach to problem-solving and continuous improvement
Technical capability across areas such as:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
- Networking fundamentals (DNS, DHCP, firewalls, Wi-Fi troubleshooting)
- Windows environments (Active Directory, file systems, remote access)
- Endpoint management and security fundamentals
- Experience working within Kaseya platforms and Autotask would be advantageous
Qualifications:
- Relevant certifications (or working towards), such as Microsoft or ITIL, are highly regarded
- A current driver’s licence is desirable, as some client work may occur across South East 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
- • Strong organisational growth trajectory leading to career progression opportunities
- • Ongoing investment in learning and professional development
- • The opportunity to work with purpose-driven organisations and great clients
