SERVICE DESK ANALYST Full-Time | Port Environment | Queensland We are seeking motivated, customer-focused Service Desk Analyst to join our Technology & Cyber Security team, supporting critical port operations across Queensland. This is a frontline technology role providing first and second-level IT support across a diverse, enterprise-scale environment and is required to be performed on site in Gladstone . You will be the first point of contact for employees and stakeholders, delivering timely, professional, and solutions-focused technology support. This role plays a key part in ensuring business continuity, cyber security, and high availability of systems that underpin vital port operations. About the Role Being part of the Service Delivery team, you will provide best-practice service desk support and contribute to the ongoing improvement of technology services. You will work across multiple locations, supporting a broad range of users, systems, and devices in a dynamic operational environment. Key Responsibilities • Provide high-quality first and second-level IT support for incidents and service requests • Act as the primary point of contact for technology enquiries, triage, and escalation • Deliver excellent customer service through clear communication and ownership • Support desktop, laptop, mobile, tablet, telephony, and collaboration technologies • Administer user onboarding/offboarding, access management, and device deployment • Support Microsoft 365, Azure, SharePoint, Intune, Autopilot, and enterprise applications • Assist with network, system, and device monitoring and troubleshooting • Support cyber security activities and information security events • Contribute to documentation, knowledge base articles, work instructions, and training materials • Assist with technology projects, deployments, and continuous improvement initiatives • Participate in after hours on-call rosters, rotating shifts, and emergency response activities About You You are a proactive problem-solver with a strong service mindset who thrives in a fast-paced support environment. You communicate clearly, remain calm under pressure, and take pride in delivering reliable and secure technology services. You will bring: • Strong customer service and interpersonal skills • Ability to manage competing priorities and meet service levels • A genuine interest in learning and emerging technologies • Sound judgement, accountability, and attention to detail • A strong commitment to safety, integrity, teamwork, and inclusivity Technical Skills & Experience • Microsoft Windows desktop and server environments • Microsoft 365, Entra, Exchange Online, SharePoint • Mobile Device Management (MDM), Intune, Autopilot • Desktop, laptop, mobile devices, peripherals, and collaboration systems • Networking fundamentals (wired, wireless, switches) • IT service management frameworks (ITIL) • Understanding of cyber security frameworks (Essential 8, ISO 27001) Qualifications & Requirements • Tertiary qualification in IT or related discipline (desirable) • Relevant industry experience in service desk or technology support roles • ITIL certification and vendor certifications (desirable) • Current C Class Driver’s Licence (mandatory) • Ability to obtain and maintain a Maritime Security Identification Card (MSIC) • Ability to participate in after-hours and on-call support Where certifications are not held, completion within the first year of employment may be required. Why Join Us? You’ll be part of a values-driven port organisation undergoing significant growth and transformation. Supporting critical infrastructure with strict availability and security requirements, this role offers exposure to enterprise technologies, professional development opportunities, and a collaborative, inclusive workplace culture that values safety, innovation, and continuous learning. To apply Please complete the online application form and submit a cover letter, resume and copies of any qualifications as part of your application. For further details on the role and requirements, please refer to the full position description . Confidential enquiries can be made by contacting the recruitment team on (07) 4976 1686. Applications are to be received prior to 4:30pm, on Sunday 15th February2026 and must be submitted via https://www.gpcl.com.au/who-we-are/work-with-us/
