Service Desk Officer

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

Job summary

Queensland Parliament Service is seeking a Service Desk Officer to provide Level 1 and Level 2 ICT support for Members of Parliament and parliamentary staff. You will handle incidents, requests and service issues with a strong customer focus and ensure secure, reliable technology services across the parliamentary environment.

You will be the first point of contact for ICT support, log and track issues in ServiceNow, and work with IT Services teams to resolve technical problems while improving

Qualifications

• Experience delivering Level 1/2 ICT support.
• Strong customer service ethos with good communication.
• Ability to troubleshoot hardware, software and account access issues.

Responsibilities

• Act as first point of contact for ICT support and coordinate escalation when needed.
• Record and update incidents and requests in ServiceNow.
• Troubleshoot hardware, software and user account issues across a range of technologies.
• Provide clear guidance to customers to improve user capability.
• Collaborate with IT Services teams and vendors to improve service delivery.
• Contribute to process improvements and knowledge base maintenance.

Skills

Customer service

ICT troubleshooting

Technical communication

Tools

ServiceNow

Job description

Queensland Parliament Service – Brisbane QLD

Queensland Parliamentary Service is seeking a Service Desk Officer to provide Level 1 and Level 2 ICT support, deliver outstanding customer service, and help maintain secure and reliable technology services across the parliamentary environment.

Do you enjoy solving technology problems, helping people, and delivering excellent customer service? Are you looking for an opportunity to grow your ICT career in a dynamic environment where no two days are the same?

Queensland Parliamentary Service is seeking a customer-focused and technically capable Service Desk Officer to join our IT Services team. As the first point of contact for ICT support, you will play a critical role in ensuring Members of Parliament and parliamentary staff receive responsive, high-quality technical assistance. Working across a diverse technology environment, you will provide Level 1 and Level 2 support, contribute to continuous improvement initiatives, and help deliver secure, reliable, and fit-for-purpose technology services.

Key Objectives

• Deliver responsive Level 1 and Level 2 ICT support with a strong customer focus.
• Ensure accurate management and resolution of incidents, requests and service issues.
• Support the delivery of secure, reliable and customer-focused technology services.

Your Role

• Act as the first point of contact for ICT support, resolving issues or coordinating escalation where required.
• Record, track and update incidents and requests through ServiceNow to ensure timely resolution and communication.
• Troubleshoot hardware, software, user account and system access issues across a range of technologies.
• Provide clear advice and guidance to customers, helping build user capability and confidence.
• Monitor emerging issues and proactively communicate with customers to minimise operational impacts.
• Maintain accurate records, documentation and knowledge base articles.
• Work collaboratively with IT Services teams, vendors and stakeholders to resolve technical issues and improve service delivery.
• Contribute to process improvement initiatives, operational procedures, and service management practices.

What We Offer

At 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.

Find out more: Careers | Queensland Parliament