At a Glance
- Tasks: Join a dynamic team to provide top-notch IT support in a fast-paced environment.
- Company: First Focus, Australia's leading Managed Service Provider with a collaborative culture.
- Benefits: Full-time hours, growth opportunities, and a supportive team environment.
- Other info: Opportunities for promotion and a welcoming culture that values teamwork.
- Why this job: Make a real impact while developing your IT skills in a meaningful role.
- Qualifications: Experience in Helpdesk or Service Desk, strong troubleshooting skills, and excellent communication.
The predicted salary is between 62100 - 75900 $ per year.
Good. Because this role sits right at the beating heart of a large enterprise environment supporting a seriously important Queensland institution. No pressure at all. (Okay, a bit of pressure, but the good kind.) We’re on the hunt for Service Centre Analysts who enjoy variety, teamwork, and the quiet satisfaction of fixing things properly the first time. If you take pride in being calm when systems wobble, users panic, and tickets multiply like gremlins, keep reading.
About First Focus (quick intro, no fluff) We’re First Focus, Australia’s #1 mid-market MSP, Cloudtango says so, eight years running. We’ve got 330+ smart humans across Australia, New Zealand, and the Philippines, and we’ve been growing steadily for 15+ years without the chaos, politics, or hero culture. Our values matter here. We Win Together, Always Communicate, Be the Solution, and Never Stop Growing. You’ll feel that in how teams work, how leaders lead, and how learning is genuinely supported.
What you’ll actually be doing You’ll be part of a large, welcoming Service Centre team delivering high-quality support in an enterprise environment. Expect a mix of pace, complexity, and collaboration. Please note the following important details:
- You need to be willing to work onsite as part of a large team doing mission critical work. This role is not for those who need to WFH.
- The role is casual but: You can expect full-time or close to full time hours.
- You can be expected to be treated like a permanent employee.
- Top performers are often promoted and/or hired directly by our client.
- The role involves weekend and after-hours work.
You’ll be hands-on with:
- Microsoft Server and Desktop environments
- Active Directory and Exchange access management
- Desktop and endpoint hardware configuration and troubleshooting
- Incident, request, and problem resolution across a busy service desk
What will help you succeed You don’t need to tick every box, but most strong candidates bring a solid mix of the below:
- Proven experience in a Helpdesk or Service Desk environment
- Strong troubleshooting skills and attention to detail (the small stuff matters)
- Experience with ticketing systems, SLAs, and time tracking
- Working knowledge of ITIL concepts and best-practice service delivery
- A genuine customer service mindset, calm, clear, and professional
- Excellent communication skills, written and verbal
- The ability to work well under pressure without becoming “that person”
Why this role is worth your time Enterprise-scale environment with meaningful, real-world impact. A supportive, well-structured Service Centre (no chaos theatre). Opportunities across Level 1, Level 2, and Level 3, depending on experience. Opportunities to grow and be promoted baked in from day one. A team culture that’s collaborative, informed, and refreshingly low-ego. If you’re looking to deepen your Service Centre skills, work with good humans, and be trusted to do your job properly, this could be your next smart move.
Neurodiversity Statement First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.
Enterprise IT Service Desk Analyst – Onsite in Brisbane employer: First Focus
First Focus is an exceptional employer that values ownership, curiosity, and people. With a strong focus on employee growth, we offer attractive remuneration, flexible working arrangements, and 10 paid study days per year to support your professional development. Our vibrant team culture, combined with our ambitious goal of becoming the #1 Managed Service Provider globally, ensures that your contributions are recognised and impactful.
