Service Desk Officer

Queensland Government; Brisbane; Sur place; AUD 70 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Problem solving

Communication skills

Team collaboration

Technical troubleshooting

Formation

ITIL certification

Microsoft certification

ServiceNow certification

Outils

ServiceNow

Active Directory

Entra ID

Microsoft 365

Description du poste

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 ObjectivesDeliver 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 RoleAct 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're Looking ForExperience providing ICT support in a service desk, help desk or technical support environment.Strong customer service skills and a commitment to delivering positive customer experiences.Knowledge of Microsoft technologies and enterprise ICT environments, including Microsoft 365, Entra ID and Active Directory.Experience using service management tools such as ServiceNow or similar platforms.Strong problem-solving skills and the ability to investigate and resolve technical issues.Well-developed communication skills with the ability to explain technical concepts clearly to non-technical users.Relevant ICT qualifications or industry certifications (such as ITIL, Microsoft or ServiceNow) will be 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.