Position: Senior Service Desk Analyst
Salary: Stream A, Level 4 from $80,259.85/ year + Super
Duration: Fulltime, Permanent
Location: 150 Wembley Road, Logan Central
Join our team as a Senior Service Desk Analyst and play a key role in supporting the Service Desk Specialist to ensure the effectiveness of our existing Service Desk Team to meet service targets and provide exceptional customer service. If you have a passion for guiding teammates in technical and customer service aspects, this role is for you
Key Responsibilities:
* Provide enterprise-level customer service exceeding expectations
* Act as a customer champion, delivering high-quality support
* Assist in coordinating hands-on support and providing training to Service Desk Analysts and customers
* Drive a positive customer experience, resolving issues promptly
* Provide leadership in the logging of, communication, and resolution of major and high severity incidents.
* Support the Service Desk Team Leader and Specialist by preparing data reports and customer updates for stakeholders through formal channels.
Minimum Requirements:
* Relevant Tertiary or Diploma qualifications in Information Technology Industry certifications (e.g., ITIL V4) highly regarded
* Excellent telephone manner written and verbal communication skills, used to dealing with senior internal stakeholders and external vendors.
* Excellent technical support and troubleshooting skills, with experience using remote desktop, call centre, and ITSM toolsets.
* Experience in successful implementation of minor changes to forms and workflows to improve processes within ITSM tools.
* Detailed knowledge of Microsoft Office and Office 365, Microsoft Windows 7 &10, Azure AD, Intune and Microsoft Active Directory, Apple IOS and Android.
* Intermediate Level Skills in Microsoft excel are required and exposure to other data analysis tools is desirable.
* Comprehensive understanding in the provisioning and support of desktops, laptops, mobiles, printers, and other peripherals.
* Comprehensive understanding of TCP/IP based networking protocols; network hardware and concepts.
* Ability to successfully pass all background related checks
* Possession of C Class Drivers Licence
* Flexibility and willingness to perform duties specific to their role outside of core business hours if/when required in an On-Call and roster basis
If you are ready to take on a challenging yet rewarding role in IT support, apply now to be part of our growing dynamic team
Why choose Logan City Council?
We have a friendly, customer centric culture, supporting diverse and collaborative working relationships across the organisation, with a connection to purpose and community. In addition to being centrally located, Logan City Council has great benefits to help support your professional and personal growth including:
* Supportive Environment - We support a culture that promotes a healthy work/ life balance.
* Health & Wellness - Access to our Logan Leisure Centres discounted membership and Fitness Passport Program for a healthier lifestyle. Look after your health with our Corporate BUPA discount.
* Salary Packaging options – Why not look into the right vehicle lease for your needs.
* Professional Growth – Take advantage of ongoing staff learning and training opportunities.
* Wellbeing– Benefit from our Employee Assistance Program for your wellbeing.
* Convenience– Enjoy free onsite parking every day.
* Engage– Enjoy the benefits of our active social club and engage with colleagues.
* Work-Life Balance - Full-time hours worked over a 9-day (72.5hr) fortnight, equating to an extra 22 days off each year
Who we are and the community we serve
The City of Logan is entering an exciting new phase with big picture thinkers helping to shape our future. There's purpose in our step and fresh energy in the air, with a focus on delivering exceptional service and value for money – with heart.
Here, neighbourly love is strong; environmental and business values run deep; and culture, heritage and diversity are in our DNA. The people of Logan are proud there are mavericks, makers and innovators who call this city home. We know our community and we care about them, when you join our Council, we want you to feel valued and understand how you are helping to shape the future of Logan.
Interested?
Please press the "Apply" button and follow the prompts by closing date of 5pm AEST Thursday 25thSeptember 2025. For more information email the hiring manager Nino Leotta - Service Desk Team Leader (Acting) via email at
Important Note:
* All documents are to be uploaded in PDF format & submitted online.
* Unsolicited applications will not be accepted.
* Applications may be retained for up to 12 months for future consideration.
* If you require assistance or an adjustment throughout the recruitment process, please contact
* Council reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.