SERVICE CENTRE ANALYST

Personnel Area: Corporate Services 

Branch: Information Services 

Salary Range: Band 4 $89,207 - $95,764 + Superannuation (Remuneration stated is for the full-time positions) 

Work Type: Temporary Full-time 

Duration: Up to 2 years (Extension/s thereafter but not guaranteed). 

Location: Brisbane Square (Brisbane CBD)  

Our Business  

At Brisbane City Council, we work with the community to deliver a better Brisbane, supporting the services that keep our city moving. Our people deliver meaningful outcomes for residents, businesses and visitors, and we’re proud of the difference our work makes every day. 

Our Team  

Information Services plays a critical role in enabling Brisbane City Council to deliver services to the community by providing reliable, responsive and professional ICT support. 

The Service Centre operates in a high‑volume, structured team environment, supporting a broad and evolving range of applications and technology. We value individuals who are calm, resilient, adaptable, and maintains a strong customer focus while navigating shifting priorities. 

Our team is committed to continuous improvement as technology, processes and ways of working evolve, including the increased use of automation and emerging technologies. We offer a collaborative and supportive culture, with structured onboarding, clear expectations, and a strong focus on learning, feedback and service excellence. 

The Role  

We are recruiting two Service Centre Analyst roles to join our Service Delivery team as the first point of contact for ICT support. You will provide high‑quality, customer focused support through triaging, diagnosing and resolving incidents and requests, primarily via remote support and through scheduled on‑site assistance. 

In this role you will: 

• capture, categorise and manage incidents and service requests, resolving as much as possible through effective remote support 
• triage, diagnose and restore incidents efficiently, support change activity and provide clear customer education and advice 
• Deliver end‑to‑end ICT provisioning of user access ensuring secure, compliant and timely enablement of staff 
• support user registration and core service delivery activities aligned to agreed service targets 
• contribute to knowledge-centred support by creating, updating and reviewing knowledge articles to enable shift-left and improve self-service 
• balance self‑service requests, tickets and face‑to‑face support while managing competing priorities 
• participate in scheduled on‑site support, assist with projects and broader ICT support activities as required 
• analyse trends, identify issues and contribute to reporting and recommendations 
• build productive relationships with stakeholders to support services catalogue items, service level agreements and a consistent customer experience 

To be successful you will have: 

• a strong customer service mindset, with the ability to communicate clearly, manage enquiries end‑to‑end and set realistic expectations in a busy support environment 
• the ability to stay calm, positive and focused while managing a high volume of incidents, requests and competing priorities 
• sound organisational skills, including the ability to prioritise work to meet agreed service standards and timeframes 
• a working understanding of ICT systems in a corporate environment, particularly Windows operating systems, Microsoft Office and client/server applications 
• good analytical and problem‑solving skills, with the ability to identify issues and contribute to practical solutions 
• the ability to work collaboratively within a team, give and receive feedback, and contribute positively to team performance and service outcomes 

Highly regarded: 

• minimum twelve months’ experience working in an ICT service centre (or similar) 
• understanding of ITIL (or similar), particularly incident management and links to problem and change management 
• industry certification or accreditation 

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. 

This role may require a Criminal History Check to assess your ability to perform the genuine occupational requirements of the role. 

For more information: Please call Emily Pickford on 07 3178 2794.  

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: Monday 23 April 2026 at 11:55pm AEST. 

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.