Service Support Officer

Sharp and Carter; Townsville City; On-site; AUD 65,000 - 85,000; Full time

Job summary

Townsville City Council is seeking a Service Support Officer to join its IT Service Desk team in Townsville, with onsite relocation requirements. The role focuses on Level 1 and some Level 2 IT support across Council users, handling incidents and service requests from end to end in a fast-paced environment.

You will contribute to service improvements, knowledge sharing, and ongoing development of IT support processes, ensuring a positive user experience across the organisation.

Qualifications

• 3+ years IT Service Desk or similar technical support role.
• ITIL principles knowledge with qualifications or demonstrated experience.
• Experience with ServiceNow or a similar ITSM platform.

Responsibilities

• Provide Level 1 and Level 2 IT support, managing incidents and requests from end to end.
• Troubleshoot hardware, software, OS, and network issues.
• Manage system access and security processes to protect data and assets.
• Log, categorize and prioritise incidents, ensure SLAs are met.
• Identify recurring issues and opportunities for service improvements.
• Maintain IT asset registers (hardware, software, peripherals).
• Develop and maintain knowledgebase articles for self-service support.
• Collaborate with internal teams and escalate complex issues as needed.

Skills

IT Service Desk

ITIL

ServiceNow

Active Directory

Exchange

Remote Desktop

VMware

Configuration Manager

Networking

Troubleshooting

Stakeholder management

Communication

Education

IT qualification (tertiary/associate diploma)

Tools

ServiceNow

Microsoft Configuration Manager

VMware

Job description

We are partnering with a well known Queensland Local Council to recruit a Service Support Officer to join their IT Service Desk team.

This is a Townsville based role with relocation to be onsite required.

This role will suit an IT professional with a strong background in service desk support, troubleshooting and customer service, who enjoys working in a fast-paced environment and supporting a diverse range of users. You will be responsible for providing Level 1 and some Level 2 IT support across Council, managing incidents and service requests from end to end, troubleshooting technical issues and ensuring a positive experience for internal customers. You'll also have the opportunity to contribute to service improvements, knowledge sharing and the ongoing development of IT support processes.

Responsibilities

• Provide Level 1 and Level 2 IT support, managing incidents, problems and service requests through to resolution in line with ITIL processes.
• Troubleshoot and resolve technical issues across hardware, software, operating systems and network environments.
• Manage and administer system access and security processes to protect Council's data and IT assets.
• Accurately log, categorise and prioritise incidents and service requests, ensuring service targets and SLAs are met.
• Identify recurring issues, trends and opportunities to improve service delivery and the customer experience.
• Maintain IT asset registers, including hardware, software and peripheral equipment.
• Develop and maintain knowledgebase articles, supporting self-service capabilities and knowledge sharing across the organisation.
• Work collaboratively with internal teams and external stakeholders, providing technical guidance and escalating complex issues where required.

We are partnering with a well known Queensland Local Council to recruit a Service Support Officer to join their IT Service Desk team.

This is a Townsville based role with relocation to be onsite required.

This role will suit an IT professional with a strong background in service desk support, troubleshooting and customer service, who enjoys working in a fast-paced environment and supporting a diverse range of users. You will be responsible for providing Level 1 and some Level 2 IT support across Council, managing incidents and service requests from end to end, troubleshooting technical issues and ensuring a positive experience for internal customers. You'll also have the opportunity to contribute to service improvements, knowledge sharing and the ongoing development of IT support processes.

About You

• At least 3 years' experience in an IT Service Desk or similar technical support role.
• A qualification in IT, such as a tertiary qualification or Associate Diploma, or equivalent practical experience.
• Knowledge of ITIL principles and service management practices, with formal ITIL qualifications or demonstrated experience.
• Experience with ServiceNow or a similar IT service management platform.
• Strong technical knowledge across Microsoft Windows, Active Directory, Exchange and remote desktop tools.
• Experience supporting PC hardware, peripherals, software deployment technologies and Microsoft Configuration Manager.
• Exposure to local and wide area networking, VMware infrastructure, Android and Apple mobile devices, and security technologies.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent communication and stakeholder management skills, with the ability to support and educate users with varying levels of technical knowledge.

What's on Offer

• The opportunity to join a large local government organisation supporting essential community services.
• Exposure to a broad range of business-critical technologies and IT environments.
• A collaborative team environment with opportunities to contribute to service improvements.
• The opportunity to further develop your technical and service management capabilities.
• 5 weeks annual leave + 17.5% leave loading

Applicants must be an Australian Citizen or Permanent Resident to be considered for this role.