Service Desk Representative

WorkCover Queensland; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangements

Learning and development opportunities

Health and wellbeing program

Study assistance

Job summary

WorkCover Queensland is seeking a customer-focused Service Desk Representative to join our Technology Services team. You will be the first point of contact for IT issues, delivering timely support across workplace technologies to keep colleagues productive.

In this hands-on role you will troubleshoot incidents, manage service requests, and collaborate with technical teams to resolve issues. A proactive, customer-focused mindset and ITIL familiarity will help you contribute to service

Qualifications

• Experience providing first-level IT support and request fulfilment services.
• Strong technical knowledge across Windows, Microsoft 365, hardware, telephony and endpoint support technologies.
• Experience using service management platforms such as ServiceNow or similar ticketing systems.
• An understanding of incident, request and service level management practices.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• A proactive and collaborative approach, with a commitment to continuous improvement and delivering positive customer outcomes.
• Relevant IT qualifications or equivalent practical experience. ITIL Foundation certification will be highly regarded.

Responsibilities

• Act as the first point of contact for technology issues and service requests.
• Troubleshoot and resolve incidents, manage service requests, and escalate where needed.
• Collaborate with technical teams to resolve complex issues and own inquiries through to resolution.
• Contribute to continuous improvement initiatives to enhance service quality.

Skills

IT support

Customer service

Communication

Teamwork

Education

ITIL Foundation certification

Tools

ServiceNow

Ticketing systems

Job description

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

The Opportunity

We’re looking for a customer-focused Service Desk Representative to join our Technology Services team and play a key role in delivering high-quality IT support across the organisation. As the first point of contact for technology issues and service requests, you’ll help colleagues stay productive by providing timely, professional and effective support across a range of workplace technologies.

This is a hands‑on role where no two days are the same. You’ll troubleshoot and resolve incidents, manage service requests, collaborate with technical teams to elevate complex issues, and maintain ownership of customer enquiries through to resolution. You’ll also contribute to continuous improvement initiatives, helping enhance service quality and improve the overall employee experience.

If you enjoy solving problems, delivering great customer service and working in a collaborative technology environment, we’d love to hear from you.

What You Will Bring

To be successful in this role, you’ll bring experience working in a Service Desk, IT support or end‑user computing environment, with the ability to manage competing priorities and deliver exceptional customer service.

You will also bring:

• Experience providing first‑level IT support and request fulfilment services.
• Strong technical knowledge across Microsoft Windows, Microsoft 365, hardware, telephony and endpoint support technologies.
• Experience using service management platforms such as ServiceNow or similar ticketing systems.
• An understanding of incident, request and service level management practices.
• Excellent communication skills, with the ability to explain technical concepts to non‑technical users.
• A proactive and collaborative approach, with a commitment to continuous improvement and delivering positive customer outcomes.
• Relevant IT qualifications or equivalent practical experience. ITIL Foundation certification will be highly regarded.

Why Join Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values

When you join us, you’ll benefit from:

• A purpose‑driven organisation where your work genuinely makes a positive impact on Queenslanders’ lives
• A collaborative and supportive team environment that values empathy, trust and working together
• Hybrid work arrangements that support flexibility and work–life balance
• Personalised learning and development opportunities to support your growth and career progression
• A holistic health and wellbeing program designed to support you both professionally and personally
• Study assistance to support ongoing education and professional development

If this sounds like you, we’d love to hear from you. Applications close5pm, Friday, 9th October 2026.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

Acceptance of applications submitted after advertising closes is at the discretion of the selection panel.

Pre‑employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). All permanent appointments are subject to a probationary period in accordance with our policy.