INTERNAL ONLY - SERVICE CENTRE ANALYST

Personnel Area: Organisational Services

Branch: Information Services

Salary Range: (Band 4) AUD $82,995 to $89, 095 per annum plus superannuation (Remuneration stated is for full-time positions)

Work type: Temporary Full-time

Duration: Up to June 2027

Our Branch

Brisbane City Council's Information Services Branch (ISB) is responsible for Council's information and communications technology (ICT) strategy, information management and service delivery. This team helps Council use ICT effectively to improve business functions and deliver benefits to the community.

The ICT Service Centre provides technology solutions that support Brisbane City Council’s business objectives. 

The Role

Join Brisbane City Council's Organisational Services team as a Service Centre Analyst, where you will provide responsive ICT support through phone, email, chat and face-to-face interactions. You will manage service request fulfilment and incident management processes to ensure they are delivered within specified timeframes, meeting Service Level Agreements (SLAs), while maintaining a high-quality, customer-focused approach.

This role is ideal for a skilled professional with experience in ICT service delivery, exceptional organisational, communication and customer service skills with a knack for building productive relationships. You will have well-developed and demonstrated skills and ability to provide advice on technical matters for core ICT functions to all Council employees. With opportunities to contribute to continuous improvement and maintain a proactive approach to incident resolution, this role offers a chance to make a real impact in one of Australia's largest local government organisations.

Key responsibilities will include: 

• deliver high quality customer service with professionalism and empathy
• provide Level 1 and some Level 2 ICT support across a wide range of systems and devices
• respond to and resolve complex support queries efficiently with minimal escalation
• communicate effectively with both technical and non-technical users
• contribute to ICT process improvements and support broader digital initiatives within Council.
• prioritise and respond to incidents within agreed SLA's
• document solutions and maintain support guides and knowledge base articles
• support IT processes such as onboarding /offboarding and system access management
• diagnose and troubleshoot IT issues remotely via phone, email, in person or remote desktop tools
• educate users on ICT best practices, tools, and security awareness
• identify recurring issues and contribute to root cause analysis
• mentor team members to develop skills, provide coaching and knowledge transfer across the team
• effectively communicating and providing input on technical matters.

 To be successful in this position you will need:

• proven understanding of ICT systems and their usage in a corporate setting
• prior experience in a fast-paced ICT environment
• strong organisational skills with the ability to manage multiple tasks effectively
• proactive mindset focused on continuous enhancement to ensure customer satisfaction
• dedication to foster a supportive work atmosphere by cultivating positive relationships with all stakeholders involved
• ability to resolve issues promptly and communicate effectively with non-technical users
• willingness to actively enhance your capabilities within the organisation
• effective interpersonal skills, including the capacity to engage in decision-making processes. 

Benefits of working for Council include:

• flexible working hours, and flexible arrangements
• free gym and wellness centre
• award winning superannuation fund
• generous leave provisions
• competitive salary.

Benefits of working for Council: CLICK HERE

How to apply:  Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

Eligibility for internal only roles includes external applicants who identify as Aboriginal and/or Torres Strait Islander and/or as a person living with a disability. Applicants from these groups are required to complete the diversity and inclusion questions on the application form to enable Council to determine eligibility.

This role may require a Criminal History Check, or you may be required to undertake a pre-employment medical assessment to assess your ability to perform the genuine occupational requirements of the role.

For more information: Please call Jade Lee on 07 3178 4278

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Application Closing Date: Sunday 22 June 2025 at 11:55pm

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.

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