Service Desk Officer

Exclaim IT; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

Exclaim IT is seeking a customer-focused IT Service Desk Officer to deliver first-level technical support to internal staff within a large government environment.

You will be the first point of contact for IT incidents, service requests and enquiries, ensuring timely, professional support and adherence to SLAs. Collaboration with internal teams and proactive problem-solving will drive continuous service improvements.

Qualifications

• Previous experience in a Service Desk, Help Desk or Level 1 IT Support role.
• Experience using IT service management or ticketing systems to log and manage incidents.
• Understanding of incident management, prioritisation, escalation procedures and SLAs.
• Experience supporting Microsoft Office applications and common workplace IT systems.

Responsibilities

• Provide first-level IT and telecommunications support, troubleshooting hardware, software and technical issues.
• Log, categorise, prioritise and manage incidents and service requests through a service desk ticketing system.
• Monitor incidents and follow up on outstanding requests to ensure service level agreements (SLAs) are met.
• Escalate complex technical issues to the appropriate support teams and monitor progress through to resolution.
• Deliver professional customer service and keep users informed of incident progress and resolutions.
• Identify recurring issues and trends, contributing to service improvements and reporting activities.
• Maintain accurate service desk records and assist with operational statistics and reporting.
• Collaborate with technical teams to deliver coordinated and effective IT support.
• Follow established IT service management procedures, security requirements and organisational policies.

Skills

Troubleshooting

Customer service

Prioritisation

Attention to detail

Team collaboration

Proactive learning

MS Office

Tools

ITSM ticketing systems

Microsoft Office 365

Job description

About the Role

We are seeking a customer-focused IT Service Desk Officer to provide first-level technical support to internal staff within a large government environment.

In this role, you will be the first point of contact for IT-related incidents, service requests and enquiries, delivering timely, professional and efficient support. You will work closely with internal teams to troubleshoot issues, manage incidents and ensure service levels are maintained.

Key Responsibilities

• Provide first-level IT and telecommunications support, troubleshooting hardware, software and technical issues.

• Log, categorise, prioritise and manage incidents and service requests through a service desk ticketing system.

• Monitor incidents and follow up on outstanding requests to ensure service level agreements (SLAs) are met.

• Escalate complex technical issues to the appropriate support teams and monitor progress through to resolution.

• Deliver professional customer service and keep users informed of incident progress and resolutions.

• Identify recurring issues and trends, contributing to service improvements and reporting activities.

• Maintain accurate service desk records and assist with operational statistics and reporting.

• Collaborate with technical teams to deliver coordinated and effective IT support.

• Follow established IT service management procedures, security requirements and organisational policies.

Highly Desirable Criteria

• Previous experience in a Service Desk, Help Desk or Level 1 IT Support role.

• Experience using IT service management or ticketing systems to log and manage incidents.

• Understanding of incident management, prioritisation, escalation procedures and SLAs.

• Experience supporting Microsoft Office applications and common workplace IT systems.

Desirable Criteria

• Experience working within a government or large enterprise environment.

• Knowledge of ITIL principles and IT service management practices.

• Experience providing hardware, software and telecommunications support.

• Exposure to service desk reporting, incident trend analysis and continuous improvement.

Skills and Experience

• Strong troubleshooting and problem-solving skills.

• Excellent customer service, communication and interpersonal skills.

• Ability to manage competing priorities and work effectively under pressure.

• Strong attention to detail and accurate record-keeping capabilities.

• Ability to work collaboratively with technical teams and stakeholders at all levels.

• A proactive approach to learning new technologies and improving service delivery.

• Proficiency in Microsoft Office applications and general IT systems.

Benefits

• Opportunity to work within a Queensland government environment.

• Gain valuable experience supporting a large organisation's ICT operations.

• Work collaboratively with experienced IT and service delivery professionals.

• Develop your technical support and IT service management skills.

• Contribute to the delivery of reliable, accessible and customer-focused ICT services.