Service Desk Lead & Client-Focused ICT Support

Queensland Parliament Service; Brisbane; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Wellbeing initiatives

Mentoring and leadership

Job summary

Queensland Parliament Service – Brisbane QLD is seeking an experienced Service Desk Coordinator to lead ICT support operations, mentor staff and deliver exceptional client-focused technology services.

In this role you will coordinate day-to-day Service Desk activities, provide L1/L2 support, manage incidents and requests, and drive continuous improvement to ensure service quality across the parliamentary precinct.

Qualifications

• Demonstrated 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 L1/L2 experience.
• 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.
• Relevant ICT qualification or equivalent experience.
• ITIL v4 Foundation certification and industry certifications in Microsoft, ServiceNow or similar technologies are highly regarded.

Responsibilities

• Coordinate 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.

Skills

Leadership

Customer service

Stakeholder engagement

IT service management

Problem solving

Education

ICT qualification or equivalent experience

Tools

ServiceNow

Microsoft certifications

Job description

Queensland Parliament Service – Brisbane QLD is seeking an experienced Service Desk Coordinator to lead ICT support operations, mentor staff and deliver exceptional client-focused technology services.

In this role you will coordinate day-to-day Service Desk activities, provide L1/L2 support, manage incidents and requests, and drive continuous improvement to ensure service quality across the parliamentary precinct.