IT Service Desk Specialist – Level 1 & 2 Support

Queensland Government; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Queensland Parliament is seeking a customer-focused Service Desk Officer to join our IT Services team. As the first point of contact for ICT support, you will provide Level 1 and Level 2 assistance to Members of Parliament and parliamentary staff across a diverse technology environment.

You will record incidents in ServiceNow, troubleshoot issues, and contribute to service improvements while delivering secure, reliable technology services and clear guidance to users.

Qualifications

• Experience providing ICT support in a service desk or help desk environment.
• Strong customer service and ability to deliver positive experiences.
• Knowledge of Microsoft technologies and enterprise ICT environments.
• Experience using ServiceNow or similar platforms.
• Strong problem-solving and communication skills.
• Relevant ICT qualifications or certifications welcomed.

Responsibilities

• Act as first point of contact for ICT support and escalate when required.
• Record and update incidents and requests in ServiceNow.
• Troubleshoot hardware, software, account and access issues.
• Provide clear guidance to customers and build user capability.
• Collaborate with IT Services teams and vendors to resolve issues and improve service delivery.

Skills

Customer service

Problem solving

Communication skills

Team collaboration

Technical troubleshooting

Education

ITIL certification

Microsoft certification

ServiceNow certification

Tools

ServiceNow

Active Directory

Entra ID

Microsoft 365

Job description

Queensland Parliament is seeking a customer-focused Service Desk Officer to join our IT Services team. As the first point of contact for ICT support, you will provide Level 1 and Level 2 assistance to Members of Parliament and parliamentary staff across a diverse technology environment.

You will record incidents in ServiceNow, troubleshoot issues, and contribute to service improvements while delivering secure, reliable technology services and clear guidance to users.