The Company Robert Half has partnered with a growing Brisbane-based MSP supporting enterprises across South-East Queensland. This is a fantastic opportunity for junior techs to join a structured, process-driven service desk. Our client is seeking a structured Level 1 IT Support Analyst to manage first-touch ticket triage and initial resolution across a multi-client MSP environment. This hands-on role formalises the Level 1 function, strengthens ticket triage, and provides a pathway into Level 2 support, giving you real impact and career growth from day one. While based in Brisbane, the role primarily services Gold Coast clients. It is 90% remote and 10% onsite, with weekly visits to the Brisbane office - effectively four days working from home. The Role Responsibilities: Act as the first point of contact for inbound tickets and calls via phone and email Perform triage for each ticket, logging and categorising requests through the ITSM tool Assist with software installations, updates, and troubleshooting Respond to and resolve tickets promptly and/or escalate accordingly Take ownership of customer environments, providing specialist expertise and acting as an escalation point for IT Support Coordinators and Technicians Commitment to continuous learning and staying up-to-date with emerging technologies Provide 90% remote support and 10% onsite for Gold Coast clients Requirements: 12-24 months experience in an MSP Strong technical knowledge across Windows environments, Active Directory, Exchange/O365 Hands-on experience with hardware setup, troubleshooting, and peripherals Excellent written and verbal communication, with a focus on customer service and relationship-building Ability to work independently and collaboratively in a team environment Strong organisational, time management, and problem-solving skills Relevant technical qualifications and certifications; ITIL or other service management certifications are highly desirable Why Join This role offers plenty of room for growth, with a clear pathway to progress your career. Our client is growing and actively supports continuous learning and skill development. They foster a positive culture with strong mentoring, collaboration, and a focus on helping you succeed, all while offering a 4 day WFH model! Apply Today Learn more about our Brisbane recruitment services: https://www.roberthalf.com.au/brisbane By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.