Service Desk Lead – ICT Support & Mentorship

Queensland Parliament; Brisbane; Híbrido; AUD 105 000 - 114 000; Tempo integral

Resumo da oferta

Queensland Parliament is seeking an experienced Service Desk Coordinator to lead ICT operations, mentor staff and deliver client-focused technology services from Brisbane. You’ll coordinate day-to-day Service Desk activity, oversee L1/L2 support and incident management, and drive continual service improvements to enhance the client experience.

You will manage rosters, coach staff, and report on service performance while maintaining strong stakeholder engagement and ensuring high-quality, timely

Qualificações

• Demonstrated experience coordinating ICT service delivery in a busy, customer-focused environment.
• Strong technical capability across desktop, mobile and application support with L1/L2 capabilities.
• Solid understanding of IT service management processes including Incident Management and Knowledge Management.

Responsabilidades

• Coordinate daily Service Desk operations and oversee ICT support across end-user computing.
• Provide L1 and L2 technical support with focus on timely resolution and client service.
• Manage, triage and prioritise incoming requests and incidents to meet service levels.
• Act as escalation point for complex/high-priority incidents and coordinate resolution.
• Develop and maintain service documentation, knowledge articles and support resources.

Conhecimentos

L1/L2 support

Team leadership

ICT service delivery

Incident Management

Communication

Formação académica

ITIL v4 Foundation

ICT qualification or equivalent experience

Ferramentas

ServiceNow

Microsoft 365 / Windows

Descrição da oferta de emprego

Queensland Parliament is seeking an experienced Service Desk Coordinator to lead ICT operations, mentor staff and deliver client-focused technology services from Brisbane. You’ll coordinate day-to-day Service Desk activity, oversee L1/L2 support and incident management, and drive continual service improvements to enhance the client experience.

You will manage rosters, coach staff, and report on service performance while maintaining strong stakeholder engagement and ensuring high-quality, timely