Service Desk Officer

City of Moreton Bay; Strathpine; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

9-day fortnight

Onsite parking

Training and development

Job summary

City of Moreton Bay is seeking a Service Desk Officer to provide frontline ICT support across the organisation. You will troubleshoot issues, provision equipment and systems, and contribute to service desk improvements to enhance user experience.

Ideal candidates have strong problem-solving skills, experience in a similar role, and a commitment to high-quality customer service. This position offers hybrid work and after-hours on-call arrangements with rotating start times.

Qualifications

• Experience in a service desk or IT support role.
• Ability to diagnose and resolve hardware, software and system issues.
• Strong customer service skills with a proactive mindset.

Responsibilities

• Monitor and manage incoming service desk requests.
• Diagnose and resolve ICT issues (hardware, software and systems).
• Provide on-site and remote support to users.
• Provision new IT services and equipment and manage faulty devices.
• Install and configure computers, hardware and applications.
• Escalate complex issues to higher-level teams.
• Maintain documentation and contribute to knowledge base.
• Liaise with external vendors to resolve issues.
• Participate in on-call roster and rotating locations.

Skills

Troubleshooting

Incident management

End-user support

Remote support

Hardware setup

Software installation

Job description

• Permanent Full Time | 9 day fortnightwith RDO
• Hybrid, flexible working environment, including some work from home days.
• Location: Strathpine, with free onsite parking and close to train station

Join City of Moreton Bay as a Service Desk Officer and help shape and enhance our communities for today and tomorrow.

Are you passionate about technology and delivering exceptional customer service? We are seeking a proactive and solutions-focused Service Desk Officer to join our team. In this role, you will be the first point of contact for IT support, helping ensure our people stay connected, productive, and supported every day.

As a Service Desk Officer, you will provide frontline ICT support to end users across the organisation. You will troubleshoot issues, provision equipment and systems, and contribute to the continuous improvement of service desk processes. This role is ideal for someone who enjoys problem-solving, working collaboratively, and making a tangible impact on user experience.

Key responsibilities include:

• Monitor and manage incoming service desk requests
• Diagnose and resolve ICT issues (hardware, software, and systems)
• Provide on-site and remote support to users
• Routinely provision new IT services and equipment to users and manage faulty and obsolete end-user equipment
• Install and configure computers, hardware, and applications
• Escalate complex issues to higher-level support teams
• Maintain accurate documentation and contribute to the knowledge base
• Liaise with external vendors to resolve technical issues
• Participate in mandatory on-call roster, after-hours remote and on-site assistance, and sliding start and finish times

About you:

We are seeking someone with considerable technical knowledge with problem solving ability, previous experience in a similar role and understating of processes and systems will be an advantage along with high level customer service skills essential.

Your positive and helpful nature will see you as a trusted team member when being first point of contact in receiving and handling requests for support. Your previous experience managing organisation service desk requests for hardware, applications, and programs will be required to ensure the needs of our organisation and end users are meet.

To succeed in this role, you will have:

• Strong troubleshooting and incident management skills
• Ability to prioritise, diagnose, and resolve technical issues effectively
• Experience supporting applications, systems, and end-user devices
• Ability to work independently while contributing to a team

Please also note that this position will require you:

• Work hours ranging from 6am - 5pm on a rotating basis.
• Participate in Council’s ‘After Hours On-Call’ arrangements.
• Rotate across various work locations.

Position Description_Service Desk Officer .pdf

Why City of Moreton Bay?

What you do with your life matters. It’s the same with your career.

We’re the third-largest council in Australia and one of the fastest-growing areas. As Australia’s newest city, we’re building something that’s never been done before: a new kind of city, inspired and empowered by a new kind of council.

This is your opportunity to develop skills and experience in a truly unique place, at a truly unique point in time.

At City of Moreton Bay, we’re focused on the vital work we do today. But we’re also focused on the future. On what can be – for our city, our Council and your career.

Here’s what you’ll love about a career with us:

• See it. To build a city of the future, first, you have to see it. The polycentric city we’re building will bring greater prosperity, sustainability and affordability to our city. This is your chance to contribute to something that’s never been done before.
• Shape it. You’ll get hands-on in a rewarding career, serving and strengthening our communities for today and tomorrow. Our work is diverse, interesting and it matters – and it’s yours to shape and own.
• Live it. Contribute to the city you and your family want to live in and enjoy the lifestyle you deserve. And if you don’t live here, you’ll still find pride and connection in so many ways with our successful, resilient team.

You’ll also enjoy a range of other benefits:

• Find a better work-life balance with a nine-day (72.5-hour) fortnight, plus a hybrid, flexible working environment with some work-from-home days.
• Negotiated salary increases locked in through our EBA- 4% in July 2027 (or CPI capped at 4.5%, whichever is greater).
• Advance your skills and career through our Study, Training And Research Scheme (STARS).
• Make your pay go further with salary packaging options on novated leases, superannuation payments, smartphones and devices.
• Prioritise your health and wellbeing with discounted health insurance, free annual flu vaccinations and our Fitness Passport Program.
• Get support when you and your family need it most with our 24/7 confidential counselling service
• Our Strathpine office has local parking on site and is close to public transport networks, making for an easy commute.

Ready for a career that matters?

Join City of Moreton Bay, and help shape our city of the future.

As part of the recruitment process, applicants will be required to undergo a National Criminal History Check.

Any questions - please contact our Careers team at *******@moretonbay.qld.gov.au.

For more information about City of Moreton Bay and to stay across what's happening in our city, follow us onLinkedIn.

Your Future City.
See it. Shape it. Live It.

City of Moreton Bay extends across the traditional lands of the Jinibara, Kabi Kabi, and Turrbal peoples, and we acknowledge and pay respects to Traditional Custodians. We believe diversity of thought, background and experience creates better outcomes for our people and communities, and we strongly encourage applications from Aboriginal and Torres Strait Islander peoples and people of all ages, genders, abilities and cultural backgrounds.