Senior Service Desk Analyst
At Populous, technology helps connect our people, our studios and our projects around the world, and we’re looking for an experienced Senior Service Desk Analyst to join our Brisbane IT team and help us deliver a great technology experience for our people.
This is an opportunity for someone who enjoys solving problems, takes genuine ownership of the user experience and wants to do more than simply work through a queue of tickets.
You’ll be a trusted point of contact for our people, providing high-quality Level 1 and Level 2 support while working as part of our broader Asia Pacific IT team. You’ll also have the opportunity to improve the way we work, developing knowledge, identifying opportunities for automation, mentoring others and helping us continue to evolve our service desk function.
For someone with the right ambition, this role also offers the opportunity to develop your leadership capability and potentially progress towards a future Service Desk Manager position.
About Populous
At Populous, we design the places where people love to be together.
We are a global architecture and design practice specialising in the design of sports and entertainment venues, arenas, convention and exhibition centres, airports, mixed-use destinations and major public spaces.
Behind those projects is a global technology environment that enables our teams to collaborate, design and deliver across offices, disciplines and time zones.
Our IT team plays an important role in making that possible.
Based in our Brisbane studio and reporting to our Head of IT, Asia Pacific, you’ll work closely with our people locally while also being part of a connected regional and global technology community.
What you’ll be doing
As our Senior Service Desk Analyst, you’ll combine strong technical capability with excellent customer service and a genuine desire to make things work better.
You’ll be responsible for:
- Providing Level 1 and Level 2 support across Microsoft 365, Windows, Teams, Active Directory, Entra ID and end-user devices.
- Managing incidents and service requests from initial contact through to resolution.
- Supporting user provisioning, access changes and account administration.
- Troubleshooting technical issues and taking ownership of problems through to resolution wherever possible.
- Escalating more complex issues to our senior technical teams following thorough investigation and troubleshooting.
- Communicating clearly with users throughout the support process and creating a positive service experience – even when the technology isn't cooperating!
- Creating and maintaining knowledge base articles, support documentation and standard operating procedures.
- Identifying recurring issues and looking for opportunities to improve processes, introduce automation and reduce repeat incidents.
- Contributing to service reporting, SLA performance and continuous improvement initiatives.
- Sharing your knowledge and mentoring junior team members.
- Helping us continue to develop and mature our service desk function across the region.
This role will may require occasional evening or weekend work with on-call availability rotation for emergencies.
What we’re looking for
You’ll be someone who knows their way around a modern Microsoft environment, but equally important is how you work with people.
We’re looking for someone who is curious, calm under pressure, enjoys troubleshooting and doesn't stop at “that's not my ticket.”
Ideally, you'll bring:
- 4+ years' experience in an IT Service Desk, Helpdesk, Desktop Support or Technical Support environment.
- Experience working within a corporate, professional services or MSP environment would be highly regarded.
- Strong working knowledge of Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive and Windows 11.
- Experience with Active Directory, Entra ID and endpoint management.
- Experience using an ITSM platform such as Freshservice, ServiceNow or Jira Service Management.
- Working knowledge of DNS, DHCP, VPN, Wi-Fi and TCP/IP fundamentals.
- Exposure to Intune and PowerShell, with an interest in automation and improving the way support services are delivered.
- Exposure to VDI technologies such as Omnissa Horizon, Azure Virtual Desktop or Citrix would be advantageous.
- Strong troubleshooting skills and the ability to work through problems logically before escalating.
- Excellent written and verbal communication skills.
- A strong customer-service mindset and the ability to communicate technical information to people with different levels of technology experience.
- Good organisational skills, accountability and a willingness to take ownership.
- An interest in mentoring others and developing your leadership capability.
ITIL Foundation certification would be preferred, while Microsoft MS-900 or AZ-900 certifications would be highly regarded. CompTIA A+, Network+ or Security+ would also be advantageous.
You don't necessarily need to tick every box. If you have strong service desk experience, enjoy technology and people, and are keen to keep developing your technical and leadership capability, we'd still like to hear from you.
Why Populous?
Our technology environment supports a creative, collaborative global business, which makes IT at Populous a little different.
You'll support people who are designing and delivering major projects around the world, while working alongside IT colleagues across Asia Pacific and our wider global business.
You'll also have the opportunity to help shape how we deliver technology support rather than simply maintaining the status quo.
At Populous, we offer our people:
- Competitive remuneration with annual salary reviews and career progression opportunities.
- Enhanced paid leave provisions, including parental, study, community service, blood donation, fertility and adoption leave.
- Career development opportunities through leadership programs, mentoring and knowledge-sharing.
- Opportunities to connect and collaborate with Populous teams across APAC and globally.
- An entertainment allowance to experience some of the venues and destinations Populous has helped bring to life.
- A comprehensive Employee Assistance Program.
- Regular studio events and activities organised by our POP social team.
- A workplace that values different perspectives, backgrounds and experiences.
We are committed to providing an inclusive workplace and welcome applications from people with diverse backgrounds and experiences. Flexible working arrangements can also be discussed based on the requirements of the role and individual circumstances.
Interested?
We're looking for someone who can solve today's technology problems while also thinking about how we can make tomorrow's service better.
If you're an experienced Service Desk professional looking for greater ownership, exposure to a global technology environment and the opportunity to take the next step in your career, we'd love to hear from you.
Apply now and come help us keep the people behind some of the world's most exciting projects connected, supported and creating.
