Service Desk Officer - ICT Support

About the role

The Queensland Parliamentary Service is seeking a Service Desk Officer to join its IT Services team. As the first point of contact for ICT support, you will provide Level 1 and Level 2 support to Members of Parliament and parliamentary staff, helping them receive responsive, high-quality technical assistance while maintaining secure and reliable technology services.

Key responsibilities

• Resolve ICT issues or coordinate escalation, acting as the first point of contact
• Record, track and update incidents and requests in ServiceNow
• Troubleshoot hardware, software, user account and system access issues
• Advise and guide customers to build their confidence and capability
• Monitor emerging issues and proactively communicate with customers
• Maintain accurate records, documentation and knowledge base articles
• Work with IT Services teams, vendors and stakeholders to improve service delivery
• Contribute to process improvement and service management practices

Required profile

• Experience providing ICT support in a service desk, help desk or technical support environment
• Strong customer service skills and a commitment to positive customer experiences
• Relevant ICT qualifications or industry certifications (e.g., ITIL, Microsoft, ServiceNow) highly regarded

Required skills

• Knowledge of Microsoft technologies and enterprise ICT environments, including Microsoft 365, Entra ID and Active Directory
• Experience with service management tools such as ServiceNow or similar platforms
• Problem-solving and communication skills, able to explain technical concepts to non-technical users

To apply, candidates submit a resume and a two-page suitability statement outlining their experience, skills and knowledge through the SmartJobs website.