Service Desk Coordinator

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

Job summary

Queensland Parliament's ICT Operations and Cybersecurity team is seeking a Service Desk Coordinator to lead the day-to-day operations of the Service Desk, delivering responsive ICT support across the parliamentary precinct and mentoring a dedicated team.

You will manage L1/L2 support, triage requests, and ensure incidents are resolved within SLAs, while driving continuous improvement of knowledge resources and client experiences.

Qualifications

• Experience coordinating or supervising an ICT service delivery team in a busy, customer-focused environment.
• Strong technical capability in desktop, mobile and application support.
• Experience with ITIL processes, including Incident Management, Request Fulfilment and Knowledge Management.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Coordinate daily Service Desk operations and ICT support across end-user computing.
• Provide L1 and L2 technical support with focus on client service.
• Manage and triage incoming requests and incidents to meet service levels.
• Escalate complex incidents and coordinate resolution activities.
• Monitor workloads and rosters; ensure coverage during core hours and on-call periods.
• Develop and maintain service documentation and knowledge resources.
• Analyse service metrics and drive continuous improvement.
• Coach and develop Service Desk staff for career growth.

Skills

Team leadership

Customer service

Incident management

Stakeholder communication

Education

ITIL v4 Foundation

ICT qualification or equivalent experience

Tools

ServiceNow

Microsoft technologies

Desktop support tools

Job description

Do you thrive on solving problems, leading high-performing teams, and delivering exceptional client service? Are you ready to take the lead in a fast-paced ICT environment supporting one of Queensland's most unique workplaces?Queensland Parliament is seeking an experienced and customer-focused Service Desk Coordinator to join our ICT Operations and Cybersecurity team. In this role, you will coordinate the day-to-day operations of the Service Desk, ensuring the delivery of responsive, high-quality ICT support services across the parliamentary precinct. You will lead and mentor a dedicated team, oversee incident and request management, and help drive continuous improvement initiatives that enhance the technology experience for our clients.Key ObjectivesCoordinate the delivery of high-quality ICT support and customer service.Lead, mentor and support the Service Desk team to achieve excellent service outcomes.Ensure incidents and requests are resolved efficiently and within agreed service levels.Drive continuous improvement of IT support services, knowledge resources and client experiences.Your RoleCoordinate daily Service Desk operations and oversee ICT support across the end-user computing environment.Provide L1 and L2 technical support while maintaining a strong focus on client service and timely resolution of issues.Manage, triage and prioritise incoming requests and incidents to ensure service levels are met.Act as the first point of escalation for complex or high-priority incidents and coordinate resolution activities.Monitor workloads, coordinate rosters and maintain Service Desk coverage during core business hours, Sitting Weeks and on-call periods.Develop and maintain service documentation, knowledge articles, service descriptions and support resources.Analyse and report on service performance metrics, identifying trends and opportunities for improvement.Coach, mentor and develop Service Desk staff to build capability and support career growth.Work proactively to identify potential issues before they impact clients and communicate effectively during service disruptions.What We're Looking ForDemonstrated experience coordinating or supervising an ICT service delivery team in a busy, customer-focused environment.Strong technical capability in desktop, mobile and application support, with experience delivering L1 and L2 support.Proven ability to lead teams, manage competing priorities and maintain service quality under pressure.Sound understanding of IT service management processes, including Incident Management, Request Fulfilment and Knowledge Management.Excellent communication and stakeholder engagement skills, with the ability to explain technical concepts clearly.Relevant ICT qualification or equivalent experience.ITIL v4 Foundation certification and industry certifications in Microsoft, ServiceNow or similar technologies are highly regarded.What We OfferAt Queensland Parliament you'll see democracy in action. You'll collaborate with talented colleagues across disciplines, contribute to projects that matter, and build a career you're proud of, supported by leadership, mentoring and wellbeing initiatives. Explore what sets us apart below, then discover current opportunities and how to apply.Find out more: Careers | Queensland ParliamentHow to ApplyApplicants should submit a resume and a suitability statement via the SmartJobs website.Your suitability statement (no more than two pages) should outline your suitability for the role, focusing on the experience, skills, knowledge, and abilities referenced in the Selection Criteria within the Role Description.Applicants are encouraged to review the full information package and Role Description available on the SmartJobs website.This work is licensed under a Creative Commons Attribution 3.0 Australia License.