Service Desk Officer – IT Support

About the role

The City of Moreton Bay is looking for a proactive Service Desk Officer to be the first point of contact for IT support across the council. You will help keep staff connected and productive by delivering timely, high-quality technical assistance in a hybrid, flexible work environment.

Key responsibilities

• Monitor and log incoming service desk tickets and prioritize work.
• Diagnose and resolve hardware, software and system issues both on-site and remotely.
• Provision new equipment, install and configure computers, peripherals and applications.
• Manage faulty or obsolete end-user devices and coordinate replacements.
• Escalate complex incidents to higher-level support teams and liaise with external vendors.
• Maintain accurate documentation and contribute to the knowledge base.
• Participate in an on-call roster, providing after-hours remote or on-site assistance.

Required profile

• Demonstrated technical knowledge and strong problem-solving ability.
• Previous experience in a service desk or help-desk role supporting hardware, applications and end-user devices.
• High level of customer service with a positive, helpful attitude.
• Ability to work independently while contributing to a team.

Required skills

• ITIL (or ITIL certification desirable).
• Hardware and software troubleshooting.
• System configuration and incident management.
• Remote and on-site support techniques.

What we offer

• Permanent full-time position with a 9-day fortnight schedule.
• Competitive salary of $91,156 pa plus 12 % superannuation.
• Hybrid working model with flexible days at home.
• Opportunities for professional development within a growing council.