Service Desk Analyst

Job Description

About the Role
Gladstone Ports Corporation is actively seeking applications from suitably qualified and experienced candidates for the permanent role of Service Desk Analyst (SDA) to work within the Information Services (IS) team. The SDAs will be responsible for providing a positive first contact experience to GPC IS team customers and delivering a fast, responsive resolution, in line with agreed delivery times.


Specific Responsibilities include:

  • To respond to requests for service and provide a resolution, and/or escalate incidents to meet service level targets. This includes remote and/or field support and training if/as required.
  • Provide a 24/7 service based on 3 shifts onsite between 06h00 and 20h:30 on weekdays and an after-hours on-call roster.
  • Process orders for IS equipment, receiving and configuring IS equipment and delivering and installing equipment to the customer while keeping them informed of the request progress.
  • Support various types of ancillary equipment like mobile and fixed line telephone systems, security systems, audio visual (AV), networking and UPS systems. It includes liaising with vendors for support and repairs.
  • Proactively inspect and review the environment to identify cyber risks and other areas for improvement. This will include the opportunity to upskill to provide higher levels of support for specific systems.
  • Support project teams to engage with the customer base, test and deploy new software products and systems.


About You
A Bachelor level degree in an IT related field is highly desirable and/or be able to demonstrate experience in IT support/sales. Those who are self-starters, problem solvers and have the ability to work flexibly with colleagues would be well suited to this opportunity. You will also be required to demonstrate strong interpersonal, verbal and written skills so as to create positive relationships with internal & external stakeholders.  


This is a unique opportunity to develop your IS support skills across multiple technologies in test, development and production IS systems in a supportive and inclusive team environment.


For further details on the role and requirements, please refer to the full position description.

Please complete the online application form addressing each of the key selection criteria and submit a cover letter, resume and copies of any qualifications as part of your application.

Confidential enquiries can be made by contacting the careers team on (07) 4976 1686.

Applications are to be received prior to 4:30pm, Tuesday 30 May, 2023 and must be submitted via 

Work with us - Gladstone Ports Corporation (