About the role
Do you enjoy solving technology problems, helping people, and delivering excellent customer service? Are you looking for an opportunity to grow your ICT career in a dynamic environment where no two days are the same?
Queensland Parliamentary Service is seeking a customer-focused and technically capable Service Desk Officer to join our IT Services team. As the first point of contact for ICT support, you will play a critical role in ensuring Members of Parliament and parliamentary staff receive responsive, high-quality technical assistance. Working across a diverse technology environment, you will provide Level 1 and Level 2 support, contribute to continuous improvement initiatives, and help deliver secure, reliable, and fit-for-purpose technology services.
Key Objectives
- Deliver responsive Level 1 and Level 2 ICT support with a strong customer focus.
- Ensure accurate management and resolution of incidents, requests and service issues.
- Support the delivery of secure, reliable and customer-focused technology services.
Your Role
- Act as the first point of contact for ICT support, resolving issues or coordinating escalation where required.
- Record, track and update incidents and requests through ServiceNow to ensure timely resolution and communication.
- Troubleshoot hardware, software, user account and system access issues across a range of technologies.
- Provide clear advice and guidance to customers, helping build user capability and confidence.
- Monitor emerging issues and proactively communicate with customers to minimise operational impacts.
- Maintain accurate records, documentation and knowledge base articles.
- Work collaboratively with IT Services teams, vendors and stakeholders to resolve technical issues and improve service delivery.
- Contribute to process improvement initiatives, operational procedures, and service management practices.
What We're Looking For
- Experience providing ICT support in a service desk, help desk or technical support environment.
- Strong customer service skills and a commitment to delivering positive customer experiences.
- Knowledge of Microsoft technologies and enterprise ICT environments, including Microsoft 365, Entra ID and Active Directory.
- Experience using service management tools such as ServiceNow or similar platforms.
- Strong problem-solving skills and the ability to investigate and resolve technical issues.
- Well-developed communication skills with the ability to explain technical concepts clearly to non-technical users.
- Relevant ICT qualifications or industry certifications (such as ITIL, Microsoft or ServiceNow) will be highly regarded.
What We Offer
At Queensland Parliament you'll see democracy in action. You'll collaborate with talented colleagues across disciplines, contribute to projects that matter, and build a career you're proud of, supported by leadership, mentoring and wellbeing initiatives. Explore what sets us apart below, then discover current opportunities and how to apply.
Find out more: Careers | Queensland Parliament
How to Apply
Applicants should submit a resume and a suitability statement via the SmartJobs website.
Your suitability statement (no more than two pages) should outline your suitability for the role, focusing on the experience, skills, knowledge and abilities referenced in the Selection Criteria within the Role Description.
Applicants are encouraged to review the full information package and Role Description available on the SmartJobs website.