Service Support Officer

Townsville City Council; Townsville City; On-site; AUD 78,000 - 85,000; Full time

Benefits offered by this job

5 weeks annual leave

17.5% superannuation

3 weeks Personal/Carers Leave

14 weeks Parental Leave

Domestic & Family Violence Leave

Uniforms provided

Annual wage progression

Salary Sacrifice opportunities

Learning & development opportunities

Fitness Passport

Employee Loyalty Program

Employee Assistance Program

Job summary

Townsville City Council is seeking an IT Service Desk professional to provide end-to-end incident and service request management. You will troubleshoot complex issues, mentor users, and support ITIL‑driven service delivery in a large municipal environment.

Role requires strong customer service skills, security awareness and the ability to work with diverse stakeholders. A 9‑day fortnight with 36.25 hours per week is offered along with comprehensive leave provisions and superannuation.

Qualifications

• Tertiary qualifications or an Associate Diploma in IT, or equivalent demonstrated experience.
• Formal qualifications and/or demonstrated experience in the discipline of Service Management e.g. ITIL.
• At least 3 years’ experience in a similar or related IT Service Desk role, with excellent knowledge of IT theory, practice and industry standards especially ITIL.

Responsibilities

• Provide effective, professional first‑level and some second‑level IT support across Council by managing incidents and service requests end to end.
• Deliver technical troubleshooting and resolution of complex issues using investigative techniques.
• Educate customers and promote a customer‑centric approach.
• Apply ITIL processes and ensure service targets and SLAs are met.
• Administer security management processes for system access and protect Council data.
• Maintain IT asset registers and contribute to an internal knowledge base.
• Research emerging technologies and industry best practices to improve services.

Skills

ITIL knowledge

ServiceNow

Windows

Active Directory

VMware

Security tech

Problem solving

Customer service

Driver's license

Education

IT qualification

Tools

Intune

Exchange

Job description

Division/Section:Business Services / Digital Information & Technology

Position Type:Permanent Full Time (9 day fortnight, 36.25 hours/week)

Salary Range:LGO3 ($78,412 - $84,646 per annum + superannuation) based on skills, qualifications and experience

Application Close:11:45pm, Monday 12 October 2026

About the Role:

Provide effective, professional first‑level and some second‑level IT support across Council by managing incidents, problems, and service requests end to end in accordance with ITIL processes. Deliver technical troubleshooting and resolution of complex issues using investigative techniques, educate customers, and elevate matters appropriately when required. Ensure high‑quality customer outcomes by applying strong customer service principles and promoting a customer‑centric approach across Council, while delivering services in line with the Service Catalogue, service targets, and service level agreements.

Administer security management processes for system access to protect Council data and assets, and ensure all incidents and requests are accurately recorded and categorised. Identify opportunities for process and service improvement through analysis of recurring issues and trends. Assist in maintaining detailed IT asset registers and contribute to the development of an internal knowledge base, promoting self‑service capabilities. Maintain a strong understanding of emerging technologies, industry best practice, and relevant legislation, policies, and procedures through ongoing research and professional development.

About you:

• Tertiary qualifications or an Associate Diploma in IT, or equivalent demonstrated experience in relevant disciplines.
• Formal qualifications and/or demonstrated experience in the discipline of Service Management e.g. ITIL.
• At least 3 years’ experience in a similar or related IT Service Desk role, with excellent knowledge of IT theory, practice and industry standards particularly relating to an IT Service Desk function.
• Expert knowledge and or experience in: ITIL/principles, ServiceNow, Microsoft Windows and management tools; Windows Domain environments employing Microsoft Exchange and Active Directory Services; remote desktop tools; PC hardware and peripherals; software deployment technologies and products such as Microsoft Intune; local and wide area networking technologies; VMWare infrastructure systems and management tools; Android and Apple mobile technology; and security related technologies.
• Strong conceptual, analytical and problem-solving skills.
• Strong interpersonal, consultation, negotiation, relationship building and client servicing skills.
• Strong communication skills with demonstrated experience effectively communicating with diverse stakeholders to achieve quality customer outcomes and to educate/capacity build.
• Ability to apply creative problem-solving techniques in a highly complex environment using leading-edge technologies and integrating diverse user systems.
• Current Queensland ‘C’ Class Driver’s License

Townsville City Council is the largest local government authority in Northern Australia. We’re committed to supporting our people through a strong focus on work–life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.

We have a range of benefits that confirm this commitment:

• 5 weeks annual leave + 17.5% leave loading
• 3 weeks Personal/Carers Leave
• 14 weeks paid Parental Leave
• Domestic and Family Violence Leave
• Uniforms provided
• Annual wage progression
• Up to *13.5% Superannuation employer contribution for contributing members
• Salary Sacrifice opportunities
• Access to a range of learning and development opportunities, including on-the-job learning and formal training programs
• Fitness Passport program offering discounted membership to selected health and wellbeing facilities
• Employee Loyalty Program offering discounts at selected local businesses
• Employee Assistance Program

* The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.

Contact Person: Twyan Grace

Contact Email: ***********@townsville.qld.gov.au

(for position enquiries only)

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a ‘zero tolerance’ policy to drugs and alcohol in the workplace.

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact
**************@townsville.qld.gov.au or phone [phone]*** for a confidential discussion.