Service Desk Specialist – IT Support (Level 1 & 2)

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 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